Job Description

Who are Tyk, and what do we do?The Tyk API Management platform is helping to drive the connected world and power new products and services. We\xe2\x80\x99re changing the way that organisations connect any number of their systems and services. Whether internal, external, public or highly encrypted systems, Tyk helps businesses drive value across the retail, finance, telecoms, healthcare, or media industries (to name just a few!)If you\xe2\x80\x99ve banked online, used an app to check the news, or perhaps even driven a connected car, API\xe2\x80\x99s, and by extension, Tyk, make that possible. Founded in 2015 with offices in London - UK, London - Ontario, Atlanta and Singapore, we have many thousands of users of our B2B platform across the globe. Brands using Tyk range from Lotte, Bell, T Mobile, to RBS, Capital One and Vinci. We have a varied user base hailing from every continent \xe2\x80\x93 even Antarctica.Our MissionTyk is on a mission to connect every system in the world. We\xe2\x80\x99ve started by building an API Management platform.Total flexibility, default remote, radical responsibilityWe offer , for everyone, Why? Tyk was founded on the principle of offering flexibility and autonomy to our employees, we believe this allows our employees to achieve their best results. It also means we can build the best possible team, location and working hours are no barrier.If this sounds like an environment that you believe could work for you then read on to find out more:The role:Tyk Customer Support is the best in the business, we\xe2\x80\x99ve been called \xe2\x80\x98too fast\xe2\x80\x99 by clients and we\xe2\x80\x99re known for having knowledgeable and quality engineers responding to clients, no \xe2\x80\x98first-line support\xe2\x80\x99.We\xe2\x80\x99re looking for a Support Engineer to help us build on our reputation for great support, dealing with client support tickets, call requests and community forum posts. In this role you can also contribute to product development, helping implement features and contributing to product discussions, from a support perspective.We are helping our customers solve their critical API Management issues, whether that be through custom integrations, partnership relationships, or simply troubleshooting upgrades with their engineering team.You will work with engineers from the product team to enhance our offering and convey the clients\xe2\x80\x99 needs, as well as contribute to the product, support documentation and other supporting assets.We\xe2\x80\x99re looking for highly-technical people with Support Engineering experience, who are happy to hit the ground running and help to design what great customer support looks like at Tyk. In return we offer you the opportunity to build your skills as an engineer, through collaborating on our open source product and helping to validate and fix customer issues.What will this role be responsible for?

• Answering complex incoming customer tickets and requests, often involving troubleshooting and reading source code
• Supporting customers over screen shares/calls
• Validating customer bug reports
• Validating customer feature requests
• Own and manage severity issues for customers
• Effectively communicate customer support processes to clients
• Contribute to client facing content/documentation to support them better
• Build relationships with existing clients to better understand how they\xe2\x80\x99re using Tyk
• Monitoring our community forum
• Advocating for the customer at Tyk
• Contributing to the vision for Next Level Support at Tyk

What does their day-to-day involve?

• Reviewing the support queue and picking up issues
• Validating reports of bugs & discussing features with clients
• Monitoring the community forum & engaging with our users
• Inputting into release meetings, projects and support development
• Contributing to the product through bug fix and development work
• Continuous product learning and self development

RequirementsExperience needed:

• Experience providing technical support for a complex product
• Experience working collaboratively with core engineering teams
• Experience with reading programming languages. Need to be able to read Tyks source code
• Enthusiasm for dealing directly with clients
• Should have experience in a server side programming language, Go would be extremely advantageous
• Good English writing skills
• Background in software development and/or solution architecture
• General usage of Linux, scripting and related utilities
• Client-facing activities such as video conference calls and in-person meetings
• Understanding of common internet technologies, protocols, standards and data formats

• Solid experience in backend engineering and/or solution architecture for complex systems.
• Experience with software engineering best practices (e.g. unit testing, code reviews, design documentation)

Skills (including education if relevant):

• Previous experience in a support engineering environment
• Familiarity with software development process
• Communication & customer focus

BenefitsHere\xe2\x80\x99s why you should join us:

• Everyone has unlimited paid holiday.
• We have total flexibility in hours, as we believe creativity flows better when our people are given freedom to decide when they are most productive. Everyone is unique after all.
• Employee share scheme
• Generous parental leave
• Company retreats
• Volunteering Days
• Employee Wellbeing platform

We all share the same vision - we value authenticity, respect, responsibility, independence, honesty, diversity and inclusion and most importantly treating others how you wish to be treated. We look for like-minded people who bring their personalities to work everyday, strive to achieve their personal goals and who are willing to challenge the way we do things, why? - to make what we do even better!Our values tell the story of Tyk - here\xe2\x80\x99s how:

• It\xe2\x80\x99s ok to screw up!

We\xe2\x80\x99ve found that it\xe2\x80\x99s often the \xe2\x80\x98stupid\xe2\x80\x99 or unexpected ideas that turn out to be the successful ones - so try it, at least we can say we have!

• The only stupid idea, is the untested one!

It\xe2\x80\x99s in our DNA - starting a business with founders 12 hours apart, giving our gateway away for free - sure, we did that, and we\xe2\x80\x99d do it again!

• Trust starts with you - make it count!

Trust is a two-way street - instill it from day one!

• Assume best intent!

We have each other\xe2\x80\x99s back - we\xe2\x80\x99re all on the same team. Think before you speak or act.

• Make things, better!

Always try to leave things better than when you found them - change is constant, inevitable and embraced! Be that change we want to see.What\xe2\x80\x99s it like to work here?! check it out:Tyk is an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.You can see more about us here

Tyk Technologies