Own the toughest technical challenges and escalations within the scope of the Customer Support while maintaining high standards of individual and team performance
Maintain clear, timely, and productive communications with customers via our ticketing system and phone support channels
Become a go-to resource for technical and process knowledge inside and outside the Support organization
Proactively identify and execute on opportunities for team growth and improvement
Assist with training and mentoring other team members
Help create and update technical documentation and runbooks
Provide feedback on our product and potential improvements based on customer interactions
Support the team in testing new releases and reporting bugs
Perform other duties/projects as assigned

5-7 years of experience working in a technical Customer Support role supporting large enterprise and SMB clients
Excellent written and verbal communication skills
Self-driven and comfortable learning new technologies and systems on an ongoing basis
Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7
Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols
Strong understanding of HTTP reverse proxying, caching, and load balancing
Experience using Linux and associated command line tools, including curl, dig, traceroute, openssl, git, etc.
Experience writing scripts in Bash, Python, JavaScript, or other scripting languages
Experience installing and configuring web servers like Apache, Nginx, and/or IIS

Senior Technical Support Engineer, Application Performance

Key skills