Technical Support Engineer - Developer Platform

Description

The company runs one of the largest networks on the Internet, serving everyone from individual bloggers to Fortune 500 companies. Its services protect and speed up web applications without new hardware, installed software, or code changes. Traffic for these sites passes through its global network, which improves with each request, cutting spam and attacks while boosting performance.

The team looks for people who notice long-standing problems online and build fixes, using AI tools as part of the work. Improvements ship quickly and are shared so the whole team benefits. Curiosity matters more than bureaucracy here.

Location options: Singapore, Sydney, or Tokyo.

This role is a Technical Customer Support Engineer position. You will help customers with technical support issues and work with the Technical Operations team that runs the global distributed network. You will focus on Developer Platform products such as Workers, Workers AI, Pages, KV, Stream, R2, D1, and DO. You will learn how the company's technology works and deepen your understanding of Internet technologies.

Your background includes time in a customer-facing team role, and you enjoy solving complex problems for people. You are self-motivated, keep building your skills, and feel satisfaction when you close a support ticket. You put customers first and communicate well across email, live chat, phone, and video meetings.

The company was named to Entrepreneur Magazine's Top Company Cultures list and ranked among Fast Company's World's Most Innovative Companies.

The company's Project Galileo has protected over 2,400 journalism and civil society organizations in 111 countries since 2014, at no cost. The Athenian Project, created in 2017, has protected more than 425 local government election websites across 33 states. The company also launched 1.1.1.1, a free, privacy-focused public DNS resolver that does not store client IP addresses.

Responsibilities

• Support customers on a wide range of technical issues across Developer Platform products.
• Work with the Technical Operations team to keep the global distributed network running.
• Learn the internals of the company's technology and grow your understanding of Internet technologies.

Requirements

• Familiarity with Developer Platform products.
• Experience working on a team in a customer-facing role.
• Experience troubleshooting HTTP, DNS, and other networking problems.
• Experience with a common web development language, such as JavaScript.
• Understanding of how the Internet works.
• Experience in a support role where you found satisfaction in resolving tickets.
• Comfort communicating through email, live chat, phone calls, and virtual meetings, with the customer always first.
• Self-motivation and a habit of expanding your skill set.
• Bonus: familiarity with the company and a site actively using its platform.
• Bonus: skill with command line tools such as curl, dig, traceroute, and tcpdump.
• Bonus: familiarity with Nginx, Apache, IIS, or other web servers.
• Bonus: commitment to learning DNS, CDN caching, SSL, and the company Workers.
• Bonus: experience with PostgreSQL, MySQL, MS SQL, or other database servers.
• Bonus: experience with the company Workers and/or JavaScript.
• Bonus: experience with video encoding and streaming solutions.
• Applicants who reach the offer stage may be asked to attend an in-person interview at a the company office or hub.
• This role may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Any offer may be conditioned on your authorization to receive controlled software or technology under these laws without sponsorship for an export license.

Conditions

Locations: Singapore, Sydney, or Tokyo.