Senior Cloud Support Engineer

About the role

About Our Client:The organization operates in the cloud and edge computing industry, addressing challenges related to delivering fast, secure, and reliable digital experiences globally. It provides a distributed platform that supports streaming, social media, financial services, and other digital applications by running apps closer to users, enhancing security, and scaling large-scale content delivery. The company also supports the development and scaling of AI applications on its cloud platform.

About the Opportunity:The SENIOR CLOUD SUPPORT ENGINEER is responsible for resolving complex technical issues related to cloud products and infrastructure. This role collaborates with customer technical teams to investigate problems using distributed network data analysis and infrastructure examination. The position contributes to service improvement by developing best practices, creating knowledge base content, and providing subject matter expertise across multiple products. It also acts as a liaison with engineering and product management to prioritize and implement service enhancements based on customer feedback.

Responsibilities

• Define and resolve complex technical issues concerning cloud products and infrastructure.
• Collaborate with customer teams on pre- and post-sales technical challenges.
• Analyze distributed network data and interactions with origin infrastructure to identify root causes.
• Develop best practices and knowledge base articles to enhance service delivery.
• Serve as a subject matter expert for multiple services and coordinate with engineering on new service support.
• Prioritize and communicate customer feedback and ideas to engineering for future service enhancements.

Requirements

• Master's degree or foreign equivalent in Computer Science, Software Engineering, IT, Electrical Engineering, Electronics Engineering, Computer Engineering, Computer Networking, Telecommunication Networks, or Telecommunications; or
• Bachelor's degree or foreign equivalent in the above fields plus five years of relevant engineering experience.
• Experience with network security and management.
• Knowledge of network protocols for switching and routing, including gateway protocols and multiprotocol label switching.
• Understanding of internet protocols such as TCP/IP, UDP, and HTTP.
• Familiarity with broadband networks, frame relays, SMDS, and network types including mesh, bus, and star.
• Experience with event simulation and queueing tools like Wireshark, NetFlow, and tcpdump.
• Knowledge of wireless networking.

Benefits

• Medical insurance
• 401(k) savings plan
• Paid maternity leave

Pay

The base salary for this position ranges from $138,382 to $189,600 per year for US-based candidates; actual salary depends on experience, skills, certifications, and location. Compensation may include annual bonuses, equity awards, and an Employee Stock Purchase Plan.