[Hiring] Customer Success Engineer Pod Lead @Tyk Technologies

Role Description

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: Own the health of the Zendesk queue and be the first point of call for critical, high-impact escalations.
• Coaching & team development: Coach and mentor Customer Success Engineers, raising the bar for technical quality and ownership across the pod.
• Technical depth & innovation: Lead the toughest technical investigations and drive process improvements, automation, and AI adoption.
• Customer relationships: Build trusted, senior-level relationships with key Enterprise customers.
• Driving continuous improvement: Turn support data into action, feeding it to Product and Engineering.

Qualifications

• Extensive experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role.
• A strong, hands-on engineering mindset.
• Strong Docker and Kubernetes knowledge.
• Experience deploying and troubleshooting on-premise environments.
• Comfortable getting hands-on with unfamiliar technologies.
• Sharp debugging instincts and excellent communication.
• Demonstrated ability to lead without authority and a growth mindset.
• Comfortable working with customers across regions.

Requirements

• Track record leading complex escalations and driving systemic improvements.
• Experience with large Enterprise customers, ideally including API/API Management.
• Willingness to take part in rotational on-call (including weekends).
• Ability to contribute code and documentation changes directly.

Benefits

• Unlimited paid holidays.
• Total flexibility in hours.
• Employee share scheme.
• Generous maternity and paternity leave.
• Volunteering Days.
• Company retreats.
• Employee Wellbeing platform.