Principal Support Engineer - EMEA

Strategic Leadership & Escalation Management

• Proactively oversee the Zendesk queue, ensuring SLAs are consistently met and stepping in on critical, high-impact escalations.
• Act 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.
• Work with Pod Leads to identify and resolve recurring support workflow challenges.
• Guide triage practices to ensure fast, accurate issue isolation across the team.

Technical Excellence & Innovation

• Lead deep technical investigations, including complex debugging and source code analysis.
• Identify and implement process improvements, automation, and AI tools to improve operational efficiency and reduce response/resolution time.
• Maintain ticket quality across the board, ensuring product teams receive actionable, high-quality submissions.
• Contribute bug fixes, tooling, or workarounds to the codebase to unblock customers.
• Anticipate platform-wide issues and proactively work to prevent them through architecture awareness and preventive strategies.

• Ensure critical knowledge is documented and shared, maintaining a robust Zendesk knowledge base, debugging guides, and external documentation

Operational & Cross-Team Collaboration

• Adhere to escalation SLAs and act as a key player in the on-call rotation to maintain 24/7 global support.
• Take ownership of high-severity incidents and critical customer escalations.
• Regularly review team metrics to identify improvement areas and help set team-wide goals and focus areas.
• Partner with Product and Engineering to drive product-level changes based on support data and customer impact.
• Represent the Customer Success Engineering team in company-wide strategic initiatives, shaping the future of post-sales support.
• Support the evolution of internal support policies (e.g., SLAs, escalation procedures, “won’t fix” standards).

Customer-Centric Engagement

• Serve as a trusted, senior post-sales contact for high-value customers, ensuring a seamless and proactive support experience.
• Champion initiatives that improve the customer journey, including better routing, issue ownership, and self-service capabilities.
• Take an active leadership role, ensuring timely and technically accurate responses.
• Advocate for the voice of the customer in internal planning, identifying feature needs or systemic weaknesses from real-world usage.

Continuous Improvement & Long-Term Impact

• Lead root cause analysis (RCA) and post-mortems for major incidents from a customer success position, ensuring long-term resolution and process adaptation.
• Drive ticket volume reduction by identifying recurring pain points and proposing durable solutions at a platform or documentation level.
• Play a critical role in evolving support strategy to scale as Tyk grows, influencing structure, tooling, and hiring decisions.