Principal Support Engineer, L3, Edge Network

This is a fully remote position, open to applicants in Poland.

📋 Description

• Serve as the 3rd-level escalation point for intricate technical issues pertaining to CDN and Edge Network products.

• Diagnose and resolve advanced problems related to caching, DNS, routing, load balancing, SSL/TLS, and web security.

• Take charge of high-severity incidents (P1/P2) and lead resolution efforts in partnership with Engineering, Network, and Operations teams.

• Assist with root cause analysis (RCA) and contribute to preventive strategies aimed at minimizing incident recurrence.

• Analyze traffic patterns, cache performance, and node efficiency to enhance content delivery.

• Support production changes, maintenance periods, and software upgrades.

• Provide technical mentorship and guidance to L1 and L2 Support Engineers.

• Maintain and enhance internal documentation, runbooks, and troubleshooting manuals.

• Engage in post-incident reviews and continuous improvement initiatives.

• Working hours are Monday to Friday, 9:00 am to 6:00 pm, with an expectation of availability during critical incidents outside of regular hours.

⛳️ Requirements

• 5+ years of experience in Technical Support, Network Engineering, or Systems Engineering.

• Strong comprehension of CDN and Edge Network principles (caching, PoPs, traffic routing).

• Solid networking expertise (TCP/IP, HTTP/HTTPS, DNS, BGP, load balancing).

• Practical Linux/Unix administration and troubleshooting experience.

• Familiarity with monitoring and log analysis tools (Grafana, Kibana, Splunk, etc.).

• Ability to analyze complex incidents and perform effectively under pressure.

• Excellent communication skills in English (B2 or higher).

• Ownership mentality and strong problem-solving abilities.

🏝️ Benefits

• Competitive compensation

• Flexible working hours and hybrid or remote options, depending on your role

• Work from anywhere in the world for up to 45 days per year

• Private medical insurance for you and your family*

• Extra paid vacation and sick leave days*

• Support for life’s significant moments and celebrations

• Language courses to facilitate connection and growth

• Modern, inviting offices equipped with snacks, drinks, and entertainment*

• Team sports and social activities*

• *Benefits may vary depending on your location.