[All remote jobs](https://jobicy.com/jobs.md)[![Kong Inc. logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/03/f43352b801f4c6854ba70c5f70cec7cd.jpeg)](https://jobicy.com/company/kong-inc.md)[Kong Inc.](https://jobicy.com/company/kong-inc.md) # Senior Staff Technical Support Engineer Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/kong-inc.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 130k–170k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceDirectorPublished28 Oct 2026Apply before27 Nov 2026Listing views30Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Kong is hiring a senior-level Technical Support Engineer to investigate and resolve complex enterprise issues involving API Gateway and AI Gateway products. The role combines hands-on troubleshooting with customer-facing escalation leadership, root-cause analysis, and close collaboration with product and engineering teams. The engineer will support production and pre-production environments, develop knowledge content, mentor peers, and improve support operations and product stability. Candidates need deep API, authentication, cloud, container, Git, and CI/CD expertise, plus at least eight years in a high-touch technical customer role. This is a US-based remote full-time position with an annual base-pay range supplied by the employer. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a staff-level escalation role handling mission-critical enterprise environments and high-severity incidents. It requires broad infrastructure expertise, technical leadership, independent investigation, and clear executive-level communication. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$150,000US market range (per year)$140k–$185k0$203.50k AI insightEmployer-provided annual base-pay range is $130,000–$170,000 USD, with a midpoint of $150,000. Estimated US market range for a senior/staff technical support engineer specializing in cloud infrastructure and API platforms is $140,000–$185,000 annually. ## Core skills Skills and capabilities most closely associated with this opportunity. [API management](https://jobicy.com/jobs?search_keywords=API%20management.md)[HTTP protocols](https://jobicy.com/jobs?search_keywords=HTTP%20protocols.md)[OpenID Connect](https://jobicy.com/jobs?search_keywords=OpenID%20Connect.md)[OAuth](https://jobicy.com/jobs?search_keywords=OAuth.md)[AWS](https://jobicy.com/jobs?search_keywords=AWS.md)[Microsoft Azure](https://jobicy.com/jobs?search_keywords=Microsoft%20Azure.md)[Google Cloud Platform](https://jobicy.com/jobs?search_keywords=Google%20Cloud%20Platform.md)[Docker](https://jobicy.com/jobs?search_keywords=Docker.md)[Kubernetes](https://jobicy.com/jobs?search_keywords=Kubernetes.md)[Serverless computing](https://jobicy.com/jobs?search_keywords=Serverless%20computing.md)[GitHub](https://jobicy.com/jobs?search_keywords=GitHub.md)[CI/CD](https://jobicy.com/jobs?search_keywords=CICD.md)[Technical troubleshooting](https://jobicy.com/jobs?search_keywords=Technical%20troubleshooting.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md) Sample interview questionsDescribe how you would investigate a high-severity API Gateway incident affecting a production customer.I would first establish impact, scope, timeline, and recent changes while ensuring clear ownership and stakeholder communication. I would collect gateway logs, metrics, traces, configuration and network evidence; isolate whether the cause is routing, authentication, upstream services, infrastructure, or a product defect; and validate mitigations safely. After recovery, I would document the root cause, corrective actions, and prevention items in a customer-appropriate RCA. How have you handled an OAuth or OpenID Connect authentication failure in a distributed environment? I validate the full authorization flow, including issuer configuration, redirect URIs, token claims, scopes, audience, signing keys, clock skew, and gateway policy configuration. I use sanitized request and gateway logs to identify the failing step, reproduce the behavior in a controlled environment when possible, and explain both the immediate fix and the durable configuration or product improvement. How do you balance a daily support queue with strategic cross-functional projects? I prioritize by customer impact, severity, contractual commitments, and risk to production while making progress visible through clear status updates. I reserve focused time for strategic work, define measurable milestones, and automate or document recurring support patterns so that project outcomes reduce future queue volume. Give an example of communicating a complex incident to executive stakeholders. I provide a concise summary of business impact, current status, mitigation, known facts, unknowns, owners, and the next update time. I avoid unverified technical detail, tailor depth to the audience, and follow up with a structured RCA that covers root cause, corrective actions, and prevention commitments. What is your approach to mentoring support engineers during complex escalations? I involve engineers in the investigation, explain the diagnostic reasoning and tradeoffs, and assign meaningful portions of the analysis with appropriate guardrails. Afterward, I review the incident together, identify reusable troubleshooting patterns, and turn lessons into runbooks or knowledge articles. Opportunity details ## About this role. 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: 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: * 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 * Serve as a trusted advisor to Support leadership by delivering executive summaries, detailed Root Cause Analyses (RCAs), and strategic insights for high-severity escalations * Drive key cross-functional projects that improve product stability, operational workflows, and the overall customer experience What You’ll Bring: * 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 * 8+ years in a high-touch, customer-facing technical role (e.g., Support Engineering, Solutions Architecture, or Technical Account Management) * Proven leadership and escalation management within a technical role * Ability to drive high-impact technical projects alongside daily support queue management * Specialized support expertise tailored to high-value enterprise clients and executive accounts. #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](http://www.konghq.com). 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