Senior Customer Solution Architect

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, Dominos, Starbucks, to RBS and Societe Generale. 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.

The role:

The role:

At Tyk, we're more than just an API Management platform; we're a thriving, vibrant community dedicated to driving innovation and excellence in the tech world. Our mission is to connect every system in the world, and to achieve this, we're seeking a passionate, talented Senior Customer Solution Architect to play a key role in our customer engagement and success strategies. In this role, you'll be at the forefront of our mission, ensuring that our customers not only embrace our platform but also maximise its value to fuel their success.

Here’s what you’ll be getting up to:

• Embrace and contribute to Tyk's values, participate in team meetings and self-learn for skills enhancement.
• Engage in innovation and collaboration to drive continuous improvement.
• Advocate for customers internally within Tyk, representing their needs and priorities.
• Contribute to customer success stories for marketing collateral, presentations, and keynote
• Work closely with the Director of Solutions Architecture to define customer adoption strategies.
• Be a contributing member of the Account Management team to facilitate smooth onboarding of customers along with a continued thorough understanding of customer requirements.
• Serve as the subject matter expert in all customer engagements to ensure our customers gain a rich experience with the Tyk platform.
• Provide onboarding and training to customers to enhance their confidence in utilising the Tyk solution effectively.
• Host technical discovery calls with customer teams to understand their requirements.
• Support the technical customer journey from purchase to renewal, ensuring customer satisfaction and success.
• Own and expand the technical relationship with customers, acting as a primary point of escalation for Tyk-related matters.
• Create and maintain customer-based reference environments and architecture to guide deployments.
• Support customers in deploying Tyk into production and optimising its usage to derive maximum value.
• Act as a consultative partner for customers, providing insights on Tyk and its dependencies, as well as best practices.
• Monitor and support the helpdesk function, providing escalation support for complex issues.
• Maintain detailed records within the CRM system such as meeting notes, progress updates, and outcomes.

Here’s what we’re looking for:

• Extensive experience in customer-facing engineering roles.
• A solid background in development, infrastructure, or project lifecycle management.
• A proven track record in delivering enterprise IT projects and post-sales consulting is crucial.
• Exceptional communication and presentation skills including strong stakeholder management, leadership, problem-solving abilities, and a customer-centric mindset.
• Proficiency in development, scripting, or Infrastructure as Code (IaC) is essential.
• Familiarity with MongoDB, Redis, cloud platforms (AWS, Azure, GCP), SaaS administration, Kubernetes, and CI/CD concepts.