{"id":177592,"url":"https://alion.io/job/tyk-api-management-principal-support-engineer","title":"Principal Support Engineer","company":{"id":65143,"name":"Tyk","domain":"tyk.io","url":"https://alion.io/company/tyk-api-management","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":80,"open_postings":5,"ghost_share":0,"stale_share":0.8,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Kubernetes","optional":false}],"status":"live","first_seen_at":"2026-07-14T00:00:00Z","employer_posted_date":"2026-07-14","last_verified_at":"2026-10-17T16:43:09Z","board_verified":true,"closed_at":null,"days_open":95,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":95},"description":"Who are Tyk, and what do we do?\nThe Tyk API Management platform is helping to drive the connected world and power new products and services. We’re 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!)\nIf you’ve banked online, used an app to check the news, or perhaps even driven a connected car, API’s, 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 - even Antarctica.\nOur Mission\nTyk is on a mission to connect every system in the world. We’ve started by building an API Management platform.\nTotal flexibility, default remote, radical responsibility\nWe offer unlimited paid holidays and remote working from anywhere in the world, 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.\nIf this sounds like an environment that you believe could work for you then read on to find out more.\nAs a Principal Support Engineer at Tyk, you’ll serve as a strategic and technical leader within the Customer Success organization. This role goes beyond reactive support-you're a cross-functional enabler, responsible for driving technical excellence, leading high-priority escalations, mentoring engineers, and shaping the future of post-sales support.\nYou’ll work closely with Engineering, Account Management, and Product teams to improve platform stability, customer satisfaction, and the scalability of our support operations. You're the person people turn to when things get complex-technically and strategically.\nKey Responsibilities\nStrategic Leadership & Escalation Management\nProactively oversee the Zendesk queue, ensuring SLAs are consistently met and stepping in on critical, high-impact escalations.\nAct as a point of escalation for systemic issues, leading incident resolution and partnering with cross-functional teams - escalations would first come to you before going to Product.\nWork with Pod Leads to identify and resolve recurring support workflow challenges.\nGuide triage practices to ensure fast, accurate issue isolation across the team.\nTechnical Excellence & Innovation\nLead deep technical investigations, including complex debugging and source code analysis.\nIdentify and implement process improvements, automation, and AI tools to improve operational efficiency and reduce response/resolution time.\nMaintain ticket quality across the board, ensuring product teams receive actionable, high-quality submissions.\nContribute bug fixes, tooling, or workarounds to the codebase to unblock customers.\nAnticipate platform-wide issues and proactively work to prevent them through architecture awareness and preventive strategies.\nEnsure critical knowledge is documented and shared, maintaining a robust Zendesk knowledge base, debugging guides, and external documentation\nOperational & Cross-Team Collaboration\nAdhere to escalation SLAs and act as a key player in the on-call rotation to maintain 24/7 global support.\nTake ownership of high-severity incidents and critical customer escalations.\nRegularly review team metrics to identify improvement areas and help set team-wide goals and focus areas.\nPartner with Product and Engineering to drive product-level changes based on support data and customer impact.\nRepresent the Customer Success Engineering team in company-wide strategic initiatives, shaping the future of post-sales support.\nSupport the evolution of internal support policies (e.g., SLAs, escalation procedures, “won’t fix” standards).\nCustomer-Centric Engagement\nServe as a trusted, senior post-sales contact for high-value customers, ensuring a seamless and proactive support experience.\nChampion initiatives that improve the customer journey, including better routing, issue ownership, and self-service capabilities.\nTake an active leadership role, ensuring timely and technically accurate responses.\nAdvocate for the voice of the customer in internal planning, identifying feature needs or systemic weaknesses from real-world usage.\nContinuous Improvement & Long-Term Impact\nLead root cause analysis (RCA) and post-mortems for major incidents from a customer success position, ensuring long-term resolution and process adaptation.\nDrive ticket volume reduction by identifying recurring pain points and proposing durable solutions at a platform or documentation level.\nPlay a critical role in evolving support strategy to scale as Tyk grows, influencing structure, tooling, and hiring decisions.\nRequirements\nWhat We’re Looking For\nExtensive experience in technical support or success engineering roles, with proven leadership in complex escalations and systemic improvements.\nStrong background in dealing with large Enterprise customers.\nStrong background in an API / APIM driven environment.\nSomeone who isn’t afraid to get their hands dirty in new technologies. A great senior engineer not only knows the Tyk component/technologies but they often will have to know and set up other technologies that the customer uses, i.e kubernetes, docker, databases, SSO/IDPs etc\nStrong debugging skills-able to read source code and diagnose issues in distributed systems.\nExceptional communication skills, both written and verbal, across technical and non-technical stakeholders.\nDemonstrated ability to lead without authority, influencing product, engineering, and customer success peers.\nPassion for operational excellence, automation, and scalable support strategies.\nA growth mindset-you lead with curiosity, humility, and a desire to continuously improve yourself and those around you.\nComfort working with different region customers, with willingness to participate in rotational on-call shifts (including weekends).\nBenefits\nHere’s why you should join us:\nEveryone has unlimited paid holidays. \nWe 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.\nEmployee share scheme\nGenerous maternity and paternity leave\nVolunteering Days\nCompany retreats\nEmployee Wellbeing platform\nWe 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!\nOur values tell the story of Tyk - here’s how:\nIt’s ok to screw up! \nWe’ve found that it’s often the ‘stupid’ or unexpected ideas that turn out to be the successful ones - so try it, at least we can say we have!\nThe only stupid idea, is the untested one! \nIt’s in our DNA - starting a business with founders 12 hours apart, giving our gateway away for free - sure, we did that, and we’d do it again!\nTrust starts with you - make it count! \nTrust is a two-way street - instil it from day one!\nAssume best intent! \nWe have each other’s back - we’re all on the same team. Think before you speak or act.\nMake things better! \nAlways try to leave things better than when you found them - change is constant, inevitable and embraced! Be that change we want to see.\nWhat’s it like to work here?! check it out: https://tyk.io/worklife/\nTyk 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.\nYou can see more about us here https://tyk.io","description_format":"text","description_chars":8254,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Integration & API Management"],"lifecycle":[{"event":"open","at":"2026-08-30T23:37:42Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.385,"p_room":0.28,"age_days":95,"expected_fill_days":28,"reasons":["conf:1","win:tail","crowd:"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/tyk-api-management-principal-support-engineer","json_url":"https://alion.io/job/tyk-api-management-principal-support-engineer.json","meta":{"generated_at":"2026-10-17T18:50:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1846,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":65143},"rest":"https://alion.io/mcp/rest/get_company?id=65143"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftyk-api-management-principal-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftyk-api-management-principal-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftyk-api-management-principal-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tyk-api-management-principal-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftyk-api-management-principal-support-engineer"}]}