Highly Skilled Technical Support Specialist
1 week ago
We are seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be the primary point of contact for our customers, providing timely and effective technical assistance to resolve complex issues related to CDN services.
The ideal candidate will have a strong understanding of network protocols, including TCP/IP, DNS, and BGP, with a particular focus on anycast routing concepts and implementation. They will also possess excellent troubleshooting and problem-solving skills, with the ability to simplify complex concepts for customers.
Responsibilities:
- Serve as a trusted technical advisor for our Premium customers, responding to and resolving inquiries and incidents related to CDN services.
- Work directly with customers to diagnose, troubleshoot, and resolve complex technical issues involving DDoS mitigation, firewall rules, SSL/TLS, network confirmation, and other security configurations.
- Collaborate with Engineering and Operations teams to mitigate attacks, suggest steps to mitigate, and apply the appropriate mitigation, when applicable.
- Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.
- Compare traffic signatures and attributes, including IP addresses, cookie variations, headers, and JavaScript footprints, to determine what is good traffic and what is malicious.
Requirements:
- Minimum 4 years of experience working as a Technical Support Engineer / Sr. Support Engineer supporting networking or web security products.
- Exceptional troubleshooting and problem-solving skills, with the ability to simplify complex concepts for customers.
- Strong customer service orientation and communication skills, both written and verbal.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Strong understanding of network protocols, including TCP/IP, DNS, and BGP, with a particular focus on anycast routing concepts and implementation.
We offer a competitive compensation package and opportunities for professional growth and development. We are committed to creating a diverse and inclusive workplace culture that values innovation, creativity, and collaboration.
Contact us today to learn more about this exciting opportunity
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