Staff Technical Support Engineer

Location

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California, United States

Employment Type

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Full time

Location Type

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Remote

Department

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All Cost CenterR&DCustomer Reliability Engineering

Compensation

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* $120K – $145K • Offers Equity • Offers Bonus

Kong has different base pay ranges for different work locations within the United States and Canada, which allows us to pay employees competitively and consistently in different geographic markets. Compensation varies depending on a wide array of factors, including but not limited to specific candidate location, role, skill set and level of experience. Certain roles are eligible for additional rewards including sales incentives depending on the terms of the applicable plan and role. Benefits may vary depending on location. US based employees are typically offered access to healthcare benefits, a 401(k) plan, short and long term disability benefits, basic life and AD&D insurance, among others.

Are you ready to unlock intelligence?

If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

About the Role

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Join Kong's fast-paced Technical Support Engineering (TSE) team to resolve complex, mission-critical issues across production and pre-production environments. In this role, engineer-to-engineer collaboration drives success as you champion the customer's voice, directly influencing our product and engineering roadmaps. Expect high-impact work, genuine ownership, and the opportunity to build lasting relationships with customers and partners while mastering cutting-edge technologies.

What You'll Do

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• Working with top developers from around the world; helping to implement Kong Products and Technologies, including our API Gateway and AI Gateway solutions
• Leading the investigation of complex technical puzzles and working collaboratively to understand and resolve customer issues via live troubleshooting calls and emails in an enterprise environment
• Creating knowledge articles to compliment our documentation and enable customers to better understand product use cases
• Work closely with engineering and product by providing real-time feedback about product performance and customer needs
• Collaborate closely with other customer-facing teams, including Education, Technical Account Managers, CSMs, and PS for customer issues
• Participate in bringing innovation within the support team, the company, and our customers by looking for better ways to do the work we do, improve the tools we use, and improve the way we raise the bar on the service we deliver to our Global 5000 customers
• Provide technical mentorship to other team members and participate in any ad hoc projects

What you’ll bring

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• Strong foundation in API management, HTTP protocols, and modern application architectures
• Experience implementing secure authentication and authorization flows (e.g., OpenID Connect, OAuth)
• Expertise with cloud infrastructure (AWS, Azure, GCP) and container orchestration (Docker, Kubernetes, Serverless)
• Operational knowledge of Git/GitHub versioning, change control, and CI/CD workflows
• Ability to utilize AI tools (Claude, Gemini, etc.) to streamline technical workflows and diagnostics
• 5+ years in a high-touch, customer-facing technical role (e.g., Support Engineering, Solutions Architecture, or Technical Account Management)

#LI-MP1

About Kong

Kong Inc., the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, Kong’s unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit www.konghq.com.

Compensation Range: $120K - $145K