At a Glance
- Tasks: Lead customer success initiatives and mentor engineers while solving complex technical challenges.
- Company: Join Tyk, a pioneering API management platform with a global impact.
- Benefits: Enjoy unlimited holidays, flexible hours, and a supportive work culture.
- Other info: Be part of a diverse team that values creativity and continuous improvement.
- Why this job: Shape the future of customer success and drive innovation in a dynamic environment.
- Qualifications: Proven experience in technical support and strong leadership skills required.
The predicted salary is between 56700 - 69300 £ per year.
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 various industries.
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.
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. Tyk was founded on the principle of offering flexibility and autonomy to our employees, allowing them to achieve their best results.
About the role: As a Senior Customer Success Engineer at Tyk, you'll be a strategic and technical leader within the Customer Success organization. The team owns traditional support, but this role goes well beyond reacting to issues. You'll help build a proactive Customer Success function focused on long-term customer trust, early risk detection, a better customer experience, and ensuring customers get the most value from Tyk.
Key responsibilities:
- Escalation management: Proactively oversee the Zendesk queue, ensuring SLAs are met and stepping in on critical escalations. Act as an escalation point for systemic issues, leading incident resolution.
- Mentorship and team development: Coach and mentor Customer Success Engineers in your region on technical depth, customer engagement, ownership and handling complex situations independently.
- Proactive customer engagement: Build trusted relationships with key Enterprise customers through regular account syncs, acting as their senior technical partner.
- Technical excellence and innovation: Lead deep technical investigations, including complex debugging and source code analysis.
- Operations and cross-team collaboration: Meet escalation SLAs and play a key role in the on-call rotation for 24/7 global support.
- Voice of the customer and long-term impact: Contribute evidenced trends to the monthly Voice of the Customer digest to Product.
What we're looking for: Extensive experience in technical support, Customer Success Engineering or similar roles, with proven leadership in complex escalations and systemic improvements. Strong technical depth and a hands-on engineering mindset, including strong Docker and Kubernetes knowledge.
Why Customer Success @ Tyk? Tyk is on a mission to simplify API and service management for everyone. As a Senior Customer Success Engineer, you'll shape the future of Customer Success, not just as a service but as a strategic advantage.
Here’s why you should join us: Everyone has unlimited paid holidays. 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.
We all share the same vision - we value authenticity, respect, responsibility, independence, honesty, diversity and inclusion.
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.
Senior Customer Success Engineer - EMEA in London employer: Tyk Technologies
Tyk Technologies is an exceptional employer for aspiring Junior Developer Advocates, offering a vibrant work culture that prioritises learning and personal growth. With opportunities to engage with developer communities across Europe, employees benefit from hands-on experience in content creation and public speaking, all while being part of a supportive team that values innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Engineer - EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tyk Technologies. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tyk Technologies before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Engineer - EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tyk Technologies:Your cover letter is your chance to shine! Tell us why you want to work at Tyk Technologies specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tyk Technologies!
How to prepare for a job interview at Tyk Technologies
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
