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Senior Support Engineer - EMEA



Customer Service
London, UK
Posted on Saturday, March 16, 2024

Who are Tyk, and what do we do?

The Tyk API Management platform is helping to drive the connected world and power new products and services. We’re changing the way that organisations connect any number of their systems and services. Whether internal, external, public or highly encrypted systems, Tyk helps businesses drive value across the retail, finance, telecoms, healthcare, or media industries (to name just a few!)

If you’ve banked online, used an app to check the news, or perhaps even driven a connected car, API’s, and by extension, Tyk, make that possible. Founded in 2015 with offices in London - UK, London - Ontario, Atlanta and Singapore, we have many thousands of users of our B2B platform across the globe. Brands using Tyk range from Lotte, Bell, T Mobile, to RBS, Capital One and Vinci. We have a varied user base hailing from every continent – even Antarctica.

Our Mission

Tyk is on a mission to connect every system in the world. We’ve started by building an API Management platform.

Total flexibility, default remote, radical responsibility

We offer unlimited paid holidays and remote working from anywhere in the world, for everyone, Why? Tyk was founded on the principle of offering flexibility and autonomy to our employees, we believe this allows our employees to achieve their best results. It also means we can build the best possible team, location and working hours are no barrier.

If this sounds like an environment that you believe could work for you then read on to find out more:

The role:

We’re looking for a Senior Support Engineer to help us build on our reputation for great support, dealing with client support tickets, call requests and community forum posts. In this role you can also contribute to product development, helping implement features and contributing to product discussions, from a support perspective.

We are helping our customers solve their critical API Management issues, whether that be through custom integrations, partnership relationships, or simply troubleshooting upgrades with their engineering team.

You will work with engineers from the product team to enhance our offering and convey the clients’ needs, as well as contribute to the product, support documentation and other supporting assets.

Here’s what you’ll be getting up to:

  • Answering complex technical customer tickets and requests, often involving troubleshooting, reading source code and supporting customers over screen shares/calls
  • Validating and advocating customer bug reports and feature requests
  • Own and manage severity issues for customers
  • Effectively communicate customer support processes to clients
  • Contribute to client facing documentation and Knowledge Base Articles
  • Contribute to internal Debugging Series and/or technical guides
  • Pick up on incoming technical trends coming through Support tickets
  • Build relationships with existing clients to better understand how they’re using Tyk
  • Monitoring, answer and grow our community forum
  • Advocating for the customer at Tyk
  • Acts as a Coach and Mentors to others, in Support and out of Support
  • Involved in hiring new Support team members
  • Fully understand different environments and technical components of Tyk
  • Be able to understand non-Tyk technical components that our clients use (within Support limitations)