Senior Manager, Technical Support

📋 Description

• Lead a team of 6 to 10 Technical Support Engineers (TSEs) to service customer needs.
• Coach, provide feedback, and manage escalations to ensure timely, knowledgeable responses.
• Collaborate with CX, product, and engineering to improve customer experience with Kong products.
• Drive process improvements and explore new technologies to streamline operations.
• Represent customers in cross-functional projects and provide leadership on ongoing initiatives.
• Own performance management and cross-team collaboration within a fast-paced startup environment.

🎯 Requirements

• 10+ years in an enterprise software company; at least 3 years in leadership.
• Customer-first mindset; highly collaborative and adaptable.
• Strong leadership to guide teams through growth; excellent multi-tasking and prioritization.
• Deep understanding of enterprise tech: APIs, networking, cloud, Kubernetes, containers, distributed
• Track record handling high-severity escalations and production-impacting issues.
• Proficiency with Salesforce Service Cloud, JIRA, and Confluence; data-driven and communicative.

🎁 Benefits

• Equitable, inclusive work environment
• Opportunity to influence Kong’s API and AI connectivity platform
• Collaborative team culture and growth opportunities