Customer Success Engineer Pod Lead (AMER)

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’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!).

If 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.

Our Mission

Tyk is on a mission to connect every system in the world. We’ve started by building an API Management platform.

Total flexibility, default remote, radical responsibility

We 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.

If this sounds like an environment that you believe could work for you then read on to find out more.

About the Role

As a Customer Success Pod Lead at Tyk, you're a strategic and technical leader within our Customer Success team. This isn't just about reacting to tickets - you'll help build a proactive function that spots risk early, strengthens customer trust, and makes sure customers get real value from Tyk.

You'll lead complex, high-priority customer engagements, mentor Customer Success Engineers, and partner with Engineering, Product, and Account Management to turn customer feedback into real improvements.

You'll also shape how the team works day to day - building processes that scale, and championing AI adoption to speed up debugging, share knowledge, and cut out repetitive work.

When things get complicated - technical, customer-facing, or cross-functional - you're who people turn to. You'll play a key role in defining what modern Customer Success looks like at Tyk.

Key Responsibilities

• Leadership & escalations. You own the health of the Zendesk queue and are the first point of call for critical, high-impact escalations - stepping in before issues reach Product, and taking part in the 24/7 on-call rotation (weekends included).
• Coaching & team development. You coach and mentor Customer Success Engineers, raising the bar for technical quality and ownership across the pod, and helping close capability gaps through training, hiring, and documentation.
• Technical depth & innovation. You lead the toughest technical investigations - debugging, source code analysis, root cause analysis - and drive the process improvements, automation, and AI adoption that make the whole team faster.
• Customer relationships. You build trusted, senior-level relationships with key Enterprise customers, partnering with Account Management to catch risk early and championing improvements to the customer journey.
• Driving continuous improvement. You turn support data into action - feeding it to Product and Engineering, evolving support policies as Tyk scales, and representing Customer Success Engineering in company-wide initiatives.

Requirements

What we're looking for:

• Extensive experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role, with a track record leading complex escalations and driving systemic improvements.
• A strong, hands-on engineering mindset - comfortable reproducing issues, digging through logs and config, reading source code, and diagnosing problems across distributed systems.
• Strong Docker and Kubernetes knowledge is essential. A large share of our customer environments are containerized, and many investigations involve debugging Kubernetes deployments, networking, and scaling.
• Experience deploying and troubleshooting on-premise environments and a solid background with large Enterprise customers, ideally including API/API Management (gateways, authentication, networking, distributed architectures).
• Comfortable getting hands-on with unfamiliar technologies - Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers.
• Sharp debugging instincts and excellent communication - you can move from symptom to root cause and explain it clearly to both customers and internal teams.
• Demonstrated ability to lead without authority, and a growth mindset: curious, humble, and always looking to improve yourself and the people around you.
• Comfortable working with customers across regions, with willingness to take part in rotational on-call (including weekends), and to contribute code and documentation changes directly.
• Why Customer Success @ Tyk?
• Tyk is on a mission to simplify API and service management for everyone. As a CSE Pod Lead, you'll help shape the future of technical support - not just as a service, but as a strategic advantage. You'll be empowered to lead initiatives, make a real impact, and work with passionate people around the globe.

What’s it like to work here?! Check it out: https://tyk.io/worklife/

Tyk is an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favorable 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 https://tyk.io