CDN Support Engineer I

This is a fully remote position, open to applicants in Philippines, +3 more states.

📋 Description

• Assist customers in resolving technical challenges via Zendesk and Discord, offering clear explanations and effective solutions.

• Analyze delivery and performance challenges related to caching, HTTP behavior, SSL/TLS, DNS configuration, and origin connectivity.

• Identify application-layer networking issues impacting website delivery and performance.

• Utilize tools such as curl, traceroute, MTR, dig, and logs to evaluate request flows and pinpoint production issues.

• Oversee network health and detect delivery issues before they escalate.

• Work collaboratively with Engineering and Product teams on bugs and platform-related concerns.

• Enhance internal troubleshooting manuals and customer documentation.

• Provide insights from customer interactions to foster improvements in the platform and tools.

• Cultivate expertise in CDN architecture, caching systems, edge networking, and internet infrastructure.

• Participate in rotating support shifts and cover planned leaves or unexpected absences.

⛳️ Requirements

• Over 3 years of experience in supporting developer-focused infrastructure, including hosting platforms, networking services, cloud environments, or video delivery systems.

• Strong knowledge of DNS, HTTP/HTTPS, headers, TLS/SSL, and caching mechanisms.

• Practical experience in troubleshooting production issues that impact live customer traffic.

• Proficient in using tools like curl, dig, traceroute, or MTR.

• Capability to systematically investigate technical issues and determine root causes.

• Excellent written communication skills with the ability to articulate technical concepts to developers in fluent English.

• Composed and organized approach to addressing production issues.

• Self-assured in resolving problems without clear solutions.

• Genuine interest in internet infrastructure and a commitment to continuous learning.

• Willingness to adapt to rotating support shifts and cover planned leaves or unexpected absences.

• Proficiency in Spanish is a plus.

• Experience in supporting high-traffic websites, APIs, or streaming workloads is a bonus.

• Prior experience in a startup environment and adaptability to a fast-paced, multi-hat role are advantageous.

🏝️ Benefits

• Additional shift allowance.

• Remote-first work culture.

• 3-night voucher for visiting the headquarters.

• Performance-based bonuses.

• Comprehensive medical, dental, and vision insurance with global coverage.

• 25 vacation days plus an additional loyalty day each year, capped at a total of 30 days, in addition to local public holidays.

• Meeting-free Thursdays.

• Annual home office budget of €500.

• Paid sick leave.

• Paid parental leave: 16 weeks for birthing parents and 8 weeks for non-birthing parents, with enhancements where local statutory leave is lower.

• Annual fluffle building event.

• Employee Stock Option Plan (starting with 0.01% equity).

• Mental health resources and support through BetterHelp.com.

• Annual wellness budget of €480.

• Annual educational budget of €500 for books, seminars, or online courses.

• Yearly subscription for Apple, Spotify, or YouTube Premium.