Tyk

• 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. • 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. • 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). • 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. • 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.

• Managing accounts payable - coding supplier invoices to the correct nominal and entity, routing them for approval through Omnea, and helping to process payments on time • Managing accounts receivable - raising customer invoices accurately and on time, and helping to chase overdue accounts • Performing daily bank reconciliations across multiple currencies (GBP, USD, EUR, SGD), investigating and resolving discrepancies • Processing employee expenses via Spendesk & Deel, ensuring spend is correctly coded, supported, and approved • Posting journals and maintaining accurate, well-organised financial records • Keeping customer and supplier data current, reconciled, and auditable, and providing weekly AR and AP inputs for cash flow forecasting • Responding promptly to billing and supplier payment queries and escalating issues where appropriate. • Assisting month-end balance sheet reconciliations under review - starting with bank, AR, and AP, and building toward more complex balances over time • Helping to maintain prepayment and accrual schedules - posting monthly releases and raising AP accruals for invoices not yet received • Supporting the preparation of monthly P&L and balance sheet reporting, helping to investigate unexpected items and assisting with variance analysis. • Completing your assigned month-end tasks accurately and on schedule.

• Creating regular written and video content covering API management, observability, AI/API topics, and real customer implementation experiences • Attending and speaking at developer meetups and community events across Western Europe (targeting weekly or bi-weekly) • Building and maintaining technical documentation that developers actually want to read • Covering ecosystem integrations and how-tos: EKS setup, Grafana optimisation, OpenTelemetry, and more • Engaging authentically with developer communities online and in person • Feeding community insight back into product and marketing teams

• Leading complex deployments, migrations, and strategic customer initiatives in the realm of API Management, Infrastructure, GitOps, and more • Designing complex, scalable implementation architectures and solving tactical technical challenges • Working directly with customer’s engineering teams in building out their lower and production environments • Delivering Professional Services engagements and supporting strategic accounts • Identifying risks, removing blockers, and driving successful delivery outcomes • Collaborating across Customer Success, Product, Engineering, and Sales teams • Feeding real-world customer insight back into product and platform improvements • Dives deep into product & code to identify root causes, problem solve solutions and if necessary, engineer pull requests to unblock the customer

• Own the technical onboarding journey from post-sale through to production readiness • Act as a trusted technical advisor to customer engineering teams • Guide customers on architecture, best practices, and long-term platform adoption • Troubleshoot technical and production challenges alongside customers • Deliver workshops, enablement sessions, and technical guidance • Identify adoption risks and proactively drive successful outcomes • Partner closely with Account Managers to support strategic accounts and expansion opportunities • Collaborate across Presales, Support, Product, and Engineering to improve the customer experience

• Maintaining global Tyk Cloud within SL(A/I/O)s you will help to define • Identifying reliability issues and working together with your squad to solve them • Identifying and introducing new metrics and building relevant dashboards • Participating in the on-call rotation • Working with your squad to expand multi-region and multi-cloud reach of the platform • Documenting operational knowledge • Conducting post-incident analysis • Automating common tasks • Be a key shaper and contributor to our continuous improvement agenda – be it the clarity of our user stories, how we estimate, communicate with other teams or customers – we expect this role to be advocate of continuous improvement • Reliability of our new global Tyk Cloud platform • Automation of operations and support • Writing and maintaining documentation on SRE processes and policies • Recommending and implementing ways of driving operational efficiency and driving down our cost to run, without impacting service • Assisting in penetration testing for Cloud through liaising with our provider, providing technical details, and environment setup • Incident management

• As an Account Manager at Tyk, you own and develop long-term relationships with our customers. • Tyk provides a technical platform used by engineering teams to build, secure, and operate APIs that power modern digital services. • You are the commercial owner of a portfolio of accounts, responsible for maintaining strong partnerships and ensuring customers continue to realise value from the platform over time. • You’ll work closely with colleagues across sales, product, and technical teams, ensuring customers have the support and clarity they need while maintaining ownership of the overall commercial relationship.

• As an Account Manager at Tyk, you own and develop long-term relationships with our customers. • Tyk provides a technical platform used by engineering teams to build, secure, and operate APIs that power modern digital services. • Ensure customers continue to realise value from the platform over time. • Maintain strong partnerships. • Collaborate with sales, product, and technical teams for support and clarity.

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.  The role: As an Account Manager at Tyk, you own and develop long-term relationships with our customers. Tyk provides a technical platform used by engineering teams to build, secure, and operate APIs that power modern digital services. Increasingly, those APIs are also becoming the connective layer for AI-powered systems and intelligent applications, and our customers rely on Tyk to manage that complexity at scale. In this role, you are the commercial owner of a portfolio of accounts, responsible for maintaining strong partnerships and ensuring customers continue to realise value from the platform over time. Our customers often operate in complex technical environments with multiple stakeholders across engineering, platform, and leadership teams. Success in this role comes from understanding those environments, building trusted relationships, and connecting customers with the right expertise within Tyk to help them move forward. You’ll work closely with colleagues across sales, product, and technical teams, ensuring customers have the support and clarity they need while maintaining ownership of the overall commercial relationship.

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.  The role: As an Account Manager at Tyk, you own and develop long-term relationships with our customers. Tyk provides a technical platform used by engineering teams to build, secure, and operate APIs that power modern digital services. Increasingly, those APIs are also becoming the connective layer for AI-powered systems and intelligent applications, and our customers rely on Tyk to manage that complexity at scale. In this role, you are the commercial owner of a portfolio of accounts, responsible for maintaining strong partnerships and ensuring customers continue to realise value from the platform over time. Our customers often operate in complex technical environments with multiple stakeholders across engineering, platform, and leadership teams. Success in this role comes from understanding those environments, building trusted relationships, and connecting customers with the right expertise within Tyk to help them move forward. You’ll work closely with colleagues across sales, product, and technical teams, ensuring customers have the support and clarity they need while maintaining ownership of the overall commercial relationship.