Customer Support Engineer (CDN)

Location: Hybrid or remote within the United States; preferred location is New York, New York. Core hours are aligned with US-East business hours, Sunday–Thursday, with occasional nights and weekends for on-call coverage.

Salary: $90,650–$108,780 annually, plus potential equity and discretionary bonus eligibility.

Company

hirify.global provides an edge cloud platform for processing, serving, and securing customer applications close to their end users.

What you will do

• Resolve customer technical inquiries through email, tickets, chat, portals, phone, and video triage sessions.
• Debug VCL logic, cache behavior, HTTP headers, TLS, DNS, and customer delivery configurations.
• Guide customers through the hirify.global Control Panel, APIs, CLI, RBAC, domains, permissions, and observability dashboards.
• Assess case impact and urgency, manage Tier I issues, and escalate complex cases to Tier II, Tier III, or Engineering with clear evidence.
• Identify urgent or widespread incidents, engage after-hours incident response, and monitor metrics during major network events.
• Educate customers, contribute to documentation, and coordinate with Customer Success Management and Professional Services.

Requirements

• 2–4 years of experience in technical support, systems administration, or networking.
• Strong understanding of HTTP/S, TCP/IP, TLS, DNS, BGP, internet routing, transit, and peering.
• Working ability in at least one programming or scripting language such as VCL, Python, JavaScript, Go, Ruby, or Rust.
• Comfort with SaaS control panels, RESTful APIs, command-line tools, network telemetry, curl, and traceroute/MTR.
• Strong written communication, analytical skills, and customer support experience across email, chat, ticketing, or phone.
• Availability during US-East business hours and for occasional nights, weekends, and holidays on call.

Nice to have

• Experience with Varnish or Varnish Configuration Language.
• Experience in CDN or cloud computing.
• Experience with Datadog, New Relic, or similar log and monitoring tools.
• Basic knowledge of AWS, GCP, or Azure.
• BA/BS degree or equivalent experience in engineering, computer science, or MIS.

Culture & Benefits

• Hybrid work model with flexibility to work from home; remote work may be considered within the United States.
• Medical, dental, and vision insurance starting on the first day of employment.
• Flexible vacation, up to 18 days of accrued paid sick leave, and paid local and wellness holidays.
• 401(k) with company match and Employee Stock Purchase Program.
• Family planning, mental health support, Employee Assistance Program, life, disability, and accident insurance.
• Additional holiday pay for covered on-call holidays.

Hiring process

• A fully completed application and resume or CV are required.