Customer Success Engineer (AMER)

• Tyk is on a mission to connect every system in the world. We’ve started by building an API Management platform
• As a Customer Success Pod Lead at Tyk, you’re a strategic and technical leader within our Customer Success team. This isn’t just about reacting to tickets - you’ll help build a proactive function that spots risk early, strengthens customer trust, and makes sure customers get real value from Tyk
• You’ll lead complex, high-priority customer engagements, mentor Customer Success Engineers, and partner with Engineering, Product, and Account Management to turn customer feedback into real improvements
• You’ll also shape how the team works day to day - building processes that scale, and championing AI adoption to speed up debugging, share knowledge, and cut out repetitive work
• When things get complicated - technical, customer-facing, or cross-functional - you’re who people turn to. You’ll play a key role in defining what modern Customer Success looks like at Tyk
• Leadership & escalations. You own the health of the Zendesk queue and are the first point of call for critical, high-impact escalations - stepping in before issues reach Product, and taking part in the 24/7 on-call rotation (weekends included)
• Coaching & team development. You coach and mentor Customer Success Engineers, raising the bar for technical quality and ownership across the pod, and helping close capability gaps through training, hiring, and documentation
• Technical depth & innovation. You lead the toughest technical investigations - debugging, source code analysis, root cause analysis - and drive the process improvements, automation, and AI adoption that make the whole team faster
• Customer relationships. You build trusted, senior-level relationships with key Enterprise customers, partnering with Account Management to catch risk early and championing improvements to the customer journey
• Driving continuous improvement. You turn support data into action - feeding it to Product and Engineering, evolving support policies as Tyk scales, and representing Customer Success Engineering in company-wide initiatives
• Tyk is on a mission to simplify API and service management for everyone. As a CSE Pod Lead, you’ll help shape the future of technical support - not just as a service, but as a strategic advantage. You’ll be empowered to lead initiatives, make a real impact, and work with passionate people around the globe

Benefits

• Unlimited paid holidays
• Fully remote
• Flexible hours
• Generous parental leave
• Employee share scheme
• Volunteering days
• Sabbatical
• Employee wellbeing

• Extensive experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role, with a track record leading complex escalations and driving systemic improvements
• Demonstrated ability to lead without authority, and a growth mindset: curious, humble, and always looking to improve yourself and the people around you
• Strong Docker and Kubernetes knowledge is essential. A large share of our customer environments are containerized, and many investigations involve debugging Kubernetes deployments, networking, and scaling
• Comfortable getting hands-on with unfamiliar technologies - Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers
• Experience deploying and troubleshooting on-premise environments and a solid background with large Enterprise customers, ideally including API/API Management (gateways, authentication, networking, distributed architectures)
• Comfortable working with customers across regions, with willingness to take part in rotational on-call (including weekends), and to contribute code and documentation changes directly
• Sharp debugging instincts and excellent communication - you can move from symptom to root cause and explain it clearly to both customers and internal teams
• A strong, hands-on engineering mindset - comfortable reproducing issues, digging through logs and config, reading source code, and diagnosing problems across distributed systems