Primer
United Kingdom
Senior Engineer (IAM/IT/Workplace Tech) - Remote
- AI
- Ai Tools
- DSS
- Pci Dss
T
Principal Support Engineer
United Kingdom
Full Remote
AI Summary
Lead strategic and technical support for Tyk's API Management platform, driving customer success and platform stability. Oversee Zendesk queue, manage high-priority escalations, and mentor engineers across cross-functional teams. Requires extensive enterprise support experience, strong debugging skills, and proven leadership in complex technical environments.
Key Highlights
Strategic leadership in post-sales support and escalations
Technical excellence with deep debugging and automation skills
Cross-functional collaboration with Engineering, Product, and Account Management
Unlimited paid holidays and fully remote work flexibility
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Key Responsibilities
Proactively oversee Zendesk queue to ensure SLAs are consistently met
Act as point of escalation for systemic issues and lead incident resolution
Lead deep technical investigations including complex debugging and source code analysis
Implement process improvements, automation, and AI tools to improve operational efficiency
Maintain ticket quality and ensure actionable submissions to product teams
Adhere to escalation SLAs and participate in on-call rotation for 24/7 global support
Partner with Product and Engineering to drive product-level changes based on support data
Represent Customer Success Engineering in company-wide strategic initiatives
Lead root cause analysis and post-mortems for major incidents
Drive ticket volume reduction by identifying recurring pain points
Technical Skills Required
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Benefits & Perks
Unlimited paid holidays
Remote work from anywhere
Employee share scheme
Generous maternity and paternity leave
Volunteering Days
Company retreats
Employee Wellbeing platform
Job Description
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!)
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