Technical Support Engineer, Application Performance
Provides technical support to enterprise customers by troubleshooting Internet, networking, and web application issues across chat, email, and phone. Requires 3+ years of technical customer support experience and strong knowledge of Linux, DNS, HTTP, and scripting.
About the job
Responsibilities
- Fulfill customer support requests through chat, email, and phone.
- Collaborate with senior engineers to analyze and troubleshoot customer issues.
- Track support requests in the ticketing system.
- Participate in team meetings and share feedback.
- Define and update AI skills, conversational journeys, and internal and public-facing documentation.
- Provide product feedback and suggest improvements based on customer interactions.
- Test new releases and report bugs.
- Perform other assigned duties and projects.
Requirements
- 3–5 years of experience in a technical customer support role, preferably supporting large enterprise customers.
- Ability to learn new technologies and systems independently.
- Excellent written and verbal communication skills.
- Strong understanding of Internet technologies at OSI Model layers 3, 4, and 7.
- Strong understanding of DNS, SSL/TLS, and HTTP(S).
- General understanding of HTTP reverse proxying, caching, and load balancing.
- Experience with Linux and command-line tools such as
curl,dig,traceroute,openssl, andgit. - Scripting experience in Bash, Python, JavaScript, or another scripting language.
- Experience installing and configuring Apache, Nginx, and/or IIS.
Nice-to-haves
- Experience with the Cloudflare platform.
- Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels.
- Experience configuring network or application firewalls.
- Degree or certification in Computer Science, Information Technology, or a related field.
- Fluency in Mandarin, Spanish, and/or Portuguese.
Skills
Linux, DNS, Ssl/Tls, Http, Reverse Proxying, Caching, Load Balancing, Bash, Python, JavaScript, Apache, Nginx, Iis, BGP, Gre Tunnels
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