Help customers troubleshoot technical issues through Zendesk and Discord, providing clear explanations and effective solutions.
Investigate delivery and performance issues involving caching, HTTP behavior, SSL/TLS, DNS configuration, and origin connectivity.
Diagnose application-layer networking problems affecting website delivery and performance.
Use tools like curl, traceroute, MTR, dig, and logs to analyze request flows and isolate production issues.
Monitor network health and spot delivery problems before they escalate.
Collaborate with our Engineering and Product teams when bugs or platform issues arise.
Contribute improvements to internal troubleshooting guides and customer documentation.
Share insights from customer interactions to help improve our platform and tooling.
Continue developing your expertise in CDN architecture, caching systems, edge networking, and internet infrastructure.

3+ years of experience supporting developer-facing infrastructure such as hosting platforms, networking services, cloud environments, or video delivery systems.
A solid understanding of core internet technologies, including DNS, HTTP/HTTPS, headers, TLS/SSL, and caching.
Hands-on experience troubleshooting production issues affecting live customer traffic.
Confidence using diagnostic tools such as curl, dig, traceroute, or MTR.
Clear written communication and the ability to explain technical topics to developers in fluent English.
A calm and structured approach when working on issues in production environments.
Genuine curiosity about how internet infrastructure works and a desire to keep learning.

CDN Support Engineer I

Key skills