Premium Technical Support Engineer (CDN)

TL;DR

Premium Technical Support Engineer (CDN): Providing high-level technical support and incident resolution for hirify.global's CDN services and security solutions with an accent on DDoS mitigation, firewall rules, and network configuration. Focus on diagnosing complex network issues, troubleshooting security configurations, and collaborating with engineering teams to improve products.

Location: Hybrid role based in Singapore or Sydney, Australia

Company

hirify.global is a technology company building a better Internet by providing a large global network that protects and accelerates millions of websites and Internet properties.

What you will do

• Serve as a trusted technical advisor for Premium customers, resolving inquiries and incidents related to CDN services.
• Diagnose, troubleshoot, and resolve complex technical issues involving DDoS mitigation, firewall rules, SSL/TLS, and network security.
• Collaborate with Engineering and Operations teams to mitigate attacks and apply appropriate solutions.
• Create and maintain knowledge base articles and troubleshooting documentation.
• Analyze traffic signatures and attributes to differentiate between good and malicious traffic.
• Advise customers on DDoS mitigation strategies using hirify.global tools like Magic Transit, Network Firewall, and WAF.

Requirements

• Minimum of 4 years of experience as a Technical Support Engineer supporting networking or web security products.
• Exceptional troubleshooting and problem-solving skills for complex technical issues.
• Fluent in English (C1+), with strong written and verbal communication skills.
• Strong understanding of network protocols including TCP/IP, DNS, HTTP/S, BGP, and anycast routing.
• Proven experience troubleshooting network connectivity, BGP routing, GRE tunnels, and performing packet capture analysis.
• Proficiency with command line tools (curl, dig, traceroute, openssl, git) and experience with web servers (Apache, Nginx, IIS).
• Competence in scripting with Bash, Python, or JavaScript, and experience with PostgreSQL, MySQL, MS SQL databases.

Nice to have

• Proficiency in a second language such as Mandarin, Hindi, Tamil, Korean, or Japanese.

Culture & Benefits

• Mission-driven company focused on building a better, free, and open Internet.
• Committed to diversity and inclusion, hiring based on potential.
• Projects like Galileo, Athenian, and 1.1.1.1 provide free security to journalism, civil society, governments, and the public.
• Provides reasonable accommodations for qualified individuals with disabilities.