Senior Technical Support Engineer, Application Performance

TL;DR

Senior Technical Support Engineer (Application Performance): Resolving complex technical issues and escalations for high-profile customers, gaining hands-on experience with hirify.global's products and foundational internet technologies. Focus on mastering OSI Model layers, DNS, SSL/TLS, HTTP(S) protocols, and leveraging Linux command line tools and scripting for advanced troubleshooting.

Location: Hybrid - Austin, TX. This role requires you to be able to come into our Austin office twice a week and adhere to a firm start time of 7:00 AM Central Time.

Company

hirify.global runs one of the world’s largest networks, protecting and accelerating millions of websites and Internet properties globally.

What you will do

• Own the toughest technical challenges and escalations for high-profile customers.
• Maintain clear, timely, and productive communications with customers via ticketing and phone support.
• Become a go-to resource for technical and process knowledge within the organization.
• Proactively identify and execute on opportunities for team growth and improvement.
• Assist with training and mentoring other team members.
• Help create and update technical documentation and runbooks.

Requirements

• 5-7 years of experience working in a technical Customer Support role supporting large enterprise and SMB clients.
• Excellent written and verbal communication skills.
• Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7.
• Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols.
• Strong understanding of HTTP reverse proxying, caching, and load balancing.
• Experience using Linux and associated command line tools, including curl, dig, traceroute, openssl, git.
• Experience writing scripts in Bash, Python, JavaScript, or other scripting languages.

Nice to have

• Prior experience with the hirify.global platform.
• Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels.
• Experience configuring network or application firewalls.
• Experience with web development and/or web hosting.
• Fluency in Mandarin, Spanish, and/or Portuguese.

Culture & Benefits

• Committed to building a better, free, and open Internet through ambitious technology.
• Diverse and inclusive team, supporting individuals in developing new skills.
• Involvement in public good projects like Project Galileo, Athenian Project, and 1.1.1.1.
• Opportunities to explore different roles within the company through job shadowing.
• Strong privacy commitment, ensuring no user data is sold to advertisers.