About the Role
Senior role focused on resolving complex technical issues and leading support escalations
Responsibilities
- Lead resolution of the most challenging technical issues and escalated cases while upholding high performance standards for oneself and the team
- Communicate clearly, promptly, and effectively with customers through ticketing systems and phone support
- Serve as a primary technical and procedural resource for support teams and other departments
- Identify and act on opportunities to enhance team capabilities and operational efficiency
- Support the development of team members through training and mentorship
- Develop and maintain technical documentation, including runbooks and troubleshooting guides
- Provide actionable feedback on product functionality and potential improvements based on customer interactions
- Assist in testing new software releases and report defects or issues
- Complete additional tasks and projects as needed
Requirements
- 5 to 7 years of experience in technical customer support, serving both large enterprise and small to medium business clients
- Exceptional written and verbal communication abilities
- Proactive learner with the ability to continuously adapt to new technologies and systems
- Solid understanding of internet operations across OSI layers 3, 4, and 7
- In-depth knowledge of DNS, SSL/TLS, and HTTP(S) protocols
- Strong grasp of HTTP reverse proxying, caching mechanisms, and load balancing concepts
- Hands-on experience with Linux and command-line tools such as curl, dig, traceroute, openssl, and git
- Proficiency in writing scripts using Bash, Python, JavaScript, or similar languages
- Experience installing and configuring web servers including Apache, Nginx, or IIS
Nice to Have
- Familiarity with the Cloudflare platform, particularly through personal use or projects
- Background in diagnosing network connectivity problems, BGP routing, and GRE tunnel configurations
- Experience setting up and managing network or application firewalls
- Knowledge of web development practices or web hosting environments
- Relevant degrees or certifications in Computer Science, Information Technology, or related disciplines
- Ability to communicate in Mandarin, Spanish, or Portuguese
Tech Stack
Linux operating systems, Command-line tools (curl, dig, traceroute, openssl, git), Web servers (Apache, Nginx, IIS), DNS infrastructure, SSL/TLS encryption protocols, HTTP and HTTPS protocols, Reverse proxy architectures, Caching systems, Load balancing technologies, BGP routing, GRE tunnels, Application and network firewalls, Scripting languages (Bash, Python, JavaScript)
Benefits
- Comprehensive health insurance coverage
- Retirement savings plan with company contribution
- Paid time off and holidays
- Professional development opportunities
- Employee stock purchase program
- Wellness stipend
- Remote work support allowance
Compensation
Competitive salary and benefits package commensurate with experience
Work Arrangement
Flexible work arrangement, may include remote or hybrid options
Team
Part of a global support team focused on resolving high-complexity technical issues for customers using a cloud-based platform
Visa sponsorship may be available for qualified candidates
