Senior Customer Success Engineer at Kong

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

3-5 years of hands-on implementation experience with API gateway and/or API integrations in customer environments
Excellent communication skills and an ability to concisely articulate complex technical issues and solutions
Practical working knowledge of APIs and microservices architectures
Previous experience with Kubernetes and Cloud technologies (AWS, GCP, Azure)
Storytelling with data to articulate business value realized through Kong products
Strong collaboration and teamwork with cross-functional teams (sales, product, engineering, marketing, support, etc.) to represent the voice of the customer
Strong desire to tackle hard technical problems and proven ability to do so with little or no direct daily supervision
Experience managing multiple projects at a time while focusing on attention to detail and delivering results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention

Responsibilities

Engage with customers primarily through inbound requests
Support onboarding new customers by validating and identifying their needs, key project timelines, potential challenges, and risk factors
Drive adoption and implementation of Kong product features by leading hands-on product demonstrations and technical workshop sessions
Periodic review of Kong implementation through health checks
Understand, advocate, and document customer’s use case, architecture, and roadmap
Work with customers to explore new use-cases and expand Kong’s API platform usage
Build active and meaningful relationships with customers, and emerge as their trusted technical advisor and a partner
Participate in renewal or expansion discussions when looped in by Sales or Renewal teams for technical input
Effectively manage the tracking and resolution of customer escalations on behalf of product and services
Manage customer accounts with Kong’s customer maturity model framework
Any additional tasks required by manager

Skills

Key technologies and capabilities for this role

Customer SuccessAPI ManagementCustomer OnboardingProduct DemonstrationsTechnical WorkshopsHealth ChecksArchitectureUse Case AnalysisEscalation ManagementAccount Management

Questions & Answers

Common questions about this position

What salary is offered for the Senior Customer Success Engineer role?

This information is not specified in the job description.

Is this a remote position or is there a required office location?

This information is not specified in the job description.

What skills and experience are required for this role?

Candidates need 3-5 years of hands-on implementation experience with API gateway and/or API integrations, excellent communication skills, practical knowledge of APIs and microservices architectures, previous experience with Kubernetes and Cloud technologies (AWS, GCP, Azure), and strong collaboration skills.

What is the company culture like at Kong for this role?

The culture emphasizes strong collaboration and teamwork with cross-functional teams, representing the voice of the customer, and building active relationships as a trusted technical advisor.

What makes a strong candidate for this position?

Strong candidates have particular strengths in a few key areas like API gateway experience and communication skills, even if they don't meet every criterion, along with a desire to tackle hard technical problems independently and manage multiple projects.

Kong

API management and connectivity solutions provider

About Kong

Kong focuses on API management and connectivity, providing tools that help businesses manage, secure, and optimize their APIs for software communication. Its main product, Kong Gateway, is a fast API gateway that can handle up to 50,000 transactions per second, while Kong Konnect offers a SaaS platform for API management and Kong Mesh manages microservices. Kong stands out by combining open-source technology with enterprise solutions, allowing free access to core features and offering premium services for businesses. The company's goal is to enhance developer productivity, security, and performance for a diverse range of clients in a rapidly growing market.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$334.7MTotal Funding

SERIES_ECompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees