Act as the 3rd-level escalation point for complex technical issues related to CDN and Edge Network products.
Diagnose and resolve advanced issues involving caching, DNS, routing, load balancing, SSL/TLS, and web security.
Take ownership of high-severity incidents (P1/P2) and drive resolution in collaboration with Engineering, Network, and Operations teams.
Assist with root cause analysis (RCA) and contribute to preventive measures to reduce incident recurrence.
Analyze traffic patterns, cache efficiency, and node performance to optimize content delivery.
Support production changes, maintenance windows, and software upgrades.
Provide technical guidance and mentorship to L1 and L2 Support Engineers.
Maintain and improve internal documentation, runbooks, and troubleshooting guides.
Participate in post-incident reviews and continuous improvement initiatives.

5+ years of experience in Technical Support, Network Engineering, or Systems Engineering.
Strong understanding of CDN and Edge Network concepts (caching, PoPs, traffic routing).
Solid networking knowledge (TCP/IP, HTTP/HTTPS, DNS, BGP, load balancing).
Hands-on Linux/Unix administration and troubleshooting experience.
Experience with monitoring and log analysis tools (Grafana, Kibana, Splunk, etc.).
Ability to analyse complex incidents and work effectively under pressure.
Strong communication skills in English (B2 or higher).
Ownership mindset and strong problem-solving skills.
Nice to have Experience with CDN providers (Akamai, Cloudflare, Fastly, CloudFront).
Knowledge of DDoS mitigation, WAF, and Edge security concepts.
Automation or scripting experience (Python, Bash).

Principal Support Engineer, L3, Edge Network

Key skills