> Markdown version of [/jobs/ext/3199189-principal-support-engineer](https://www.wearedevelopers.com/jobs/ext/3199189-principal-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Principal Support Engineer - **Company:** Tyk Api Management Platform - **Location:** UK (Remote available) - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Software Bug Management, Static Program Analysis, Databases, Software Debugging, Distributed Systems, Single Sign-On, Kubernetes, Zendesk, Api Management, Docker - **Published:** September 5, 2026 - **Apply:** https://startup.jobs/principal-support-engineer-tyk-technologies-8748720 ## About the Role * Extensive experience in technical support or success engineering roles, with proven leadership in complex escalations and systemic improvements. * Strong background in dealing with large Enterprise customers. * Strong background in an API / APIM driven environment. * Someone who isn't afraid to get their hands dirty in new technologies. A great senior engineer not only knows the Tyk component/technologies but they often will have to know and set up other technologies that the customer uses, i.e kubernetes, docker, databases, SSO/IDPs etc * Strong debugging skills-able to read source code and diagnose issues in distributed systems. * Exceptional communication skills, both written and verbal, across technical and non-technical stakeholders. * Demonstrated ability to lead without authority, influencing product, engineering, and customer success peers. * Passion for operational excellence, automation, and scalable support strategies. * A growth mindset-you lead with curiosity, humility, and a desire to continuously improve yourself and those around you. * Comfort working with different region customers, with willingness to participate in rotational on-call shifts (including weekends). ## Description * Proactively oversee the Zendesk queue, ensuring SLAs are consistently met and stepping in on critical, high-impact escalations. * Act as a point of escalation for systemic issues, leading incident resolution and partnering with cross-functional teams - escalations would first come to you before going to Product. * Work with Pod Leads to identify and resolve recurring support workflow challenges. * Guide triage practices to ensure fast, accurate issue isolation across the team. Technical Excellence & Innovation * Lead deep technical investigations, including complex debugging and source code analysis. * Identify and implement process improvements, automation, and AI tools to improve operational efficiency and reduce response/resolution time. * Maintain ticket quality across the board, ensuring product teams receive actionable, high-quality submissions. * Contribute bug fixes, tooling, or workarounds to the codebase to unblock customers. * Anticipate platform-wide issues and proactively work to prevent them through architecture awareness and preventive strategies. * Ensure critical knowledge is documented and shared, maintaining a robust Zendesk knowledge base, debugging guides, and external documentation Operational & Cross-Team Collaboration * Adhere to escalation SLAs and act as a key player in the on-call rotation to maintain 24/7 global support. * Take ownership of high-severity incidents and critical customer escalations. * Regularly review team metrics to identify improvement areas and help set team-wide goals and focus areas. * Partner with Product and Engineering to drive product-level changes based on support data and customer impact. * Represent the Customer Success Engineering team in company-wide strategic initiatives, shaping the future of post-sales support. * Support the evolution of internal support policies (e.g., SLAs, escalation procedures, "won't fix" standards). Customer-Centric Engagement * Serve as a trusted, senior post-sales contact for high-value customers, ensuring a seamless and proactive support experience. * Champion initiatives that improve the customer journey, including better routing, issue ownership, and self-service capabilities. * Take an active leadership role, ensuring timely and technically accurate responses. * Advocate for the voice of the customer in internal planning, identifying feature needs or systemic weaknesses from real-world usage. Continuous Improvement & Long-Term Impact * Lead root cause analysis (RCA) and post-mortems for major incidents from a customer success position, ensuring long-term resolution and process adaptation. * Drive ticket volume reduction by identifying recurring pain points and proposing durable solutions at a platform or documentation level. * Play a critical role in evolving support strategy to scale as Tyk grows, influencing structure, tooling, and hiring decisions. ## Related Videos - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Docker Compose: Rediscovered](https://www.wearedevelopers.com/videos/1978-docker-compose-rediscovered) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Why Your Best Mediors Never Become Seniors (And How to Fix It)](https://www.wearedevelopers.com/videos/2108-why-your-best-mediors-never-become-seniors-and-how-to-fix-it) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [The Best X (Twitter) Accounts for Developers](https://www.wearedevelopers.com/magazine/294-the-best-x-twitter-accounts-for-developers) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)