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Support Engineer - APAC

Tyk

Tyk

Customer Service
Singapore
Posted on Monday, April 22, 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:

Tyk Customer Support is the best in the business, we’ve been called ‘too fast’ by clients and we’re known for having knowledgeable and quality engineers responding to clients, no ‘first-line support’.

We’re looking for a 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.

We’re looking for highly-technical people with Support Engineering experience, who are happy to hit the ground running and help to design what great customer support looks like at Tyk. In return we offer you the opportunity to build your skills as an engineer, through collaborating on our open source product and helping to validate and fix customer issues.

What will this role be responsible for?

  • Answering complex incoming customer tickets and requests, often involving troubleshooting and reading source code
  • Supporting customers over screen shares/calls
  • Validating customer bug reports
  • Validating customer feature requests
  • Own and manage severity issues for customers
  • Effectively communicate customer support processes to clients
  • Contribute to client facing content/documentation to support them better
  • Build relationships with existing clients to better understand how they’re using Tyk
  • Monitoring our community forum
  • Advocating for the customer at Tyk
  • Contributing to the vision for Next Level Support at Tyk

What does their day-to-day involve?

  • Reviewing the support queue and picking up issues
  • Validating reports of bugs & discussing features with clients
  • Monitoring the community forum & engaging with our users
  • Inputting into release meetings, projects and support development
  • Contributing to the product through bug fix and development work
  • Continuous product learning and self development