Are you ready to power the World's connections?
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:
You will be working at a hectic and fast paced Startup as a director in the Technical Support Engineering (TSE) team. This team is responsible for assisting Kong customers in resolving complex technical issues in production and pre-production environments. The Technical Support Engineering Director is responsible for managing a team that provides high quality service to Kong's customers. This individual will thrive while motivating, recognizing and rewarding, coaching and training members of the team.
They will act as an escalation point for customers that require managerial intervention and will work to provide robust feedback and guidance to our Product and Engineering teams while being a voice for our customers, community, partners and the broader Customer Experience (CX) team. You want to make our customers and partners successful while strengthening their relationship with Kong. You can make a huge impact and have real ownership for the work you do.
What you'll be doing
- Oversee and manage the performance of the technical support team, ensuring a high level of customer satisfaction and timely resolution of technical issues
- Collaborate with cross-functional teams to continuously improve and optimize technical support processes and procedures
- Monitor and analyze support metrics to identify areas for improvement and implement corrective actions
- Provide continual evaluation of processes and procedures. Responsible for suggesting new methods to streamline operations through improved processes and additional technology
- Work cross-functionally with customer success, product and engineering teams to continuously improve the customer experience using Kong products
- Manage customer escalations
- Work as a member / leader of special or ongoing projects that are important to the TSE team
What you'll bring
- 10+ years of proven experience in an enterprise software company with at least 5 years in a leadership position
- Customer-first orientation
- Exceptionally collaborative, flexible and adaptive when working with customers and various teams within the organization
- Strong leadership skills with the ability to guide teams through periods of high growth
- Strong ability to multi-task and prioritize tasks in fast paced environment, real-time environment
- Strong proficiency with tools commonly used in a business environment including Salesforce service cloud CRM, JIRA and Confluence
- Strong analytic skills with the ability to identify trends and present information in a succinct and actionable manner
- Strong communication proficiency and skilled at offering both verbal and written feedback to agents
- Bachelor’s degree or relevant experience is highly preferred
About Kong:
Kong is THE cloud native API platform with the fastest, most adopted API gateway in the world (over 300m downloads!). As the innovation leader of cloud API technologies, Kong is on a mission to enable companies around the world to become "API-first" and securely accelerate AI adoption. Kong helps organizations globally - from startups to Fortune 500 enterprises - unleash developer productivity, build securely and accelerate to market.83% of web traffic today is API calls! APIs are the connective tissue of the cloud and the underlying technology that allows software to talk and interact with one another. Therefore, we believe that APIs act as the nervous system of the cloud. Our audacious mission is to build the nervous system that will safely and reliably connect all of humankind!For more information about Kong, please visit konghq.com or follow @thekonginc on Twitter.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.Apply for this job
