Tier 2 Customer Support engineer

About the role and the team

We are looking for a highly skilled and talented Customer Support Engineer to join our Tier-2 team. As a Tier 2 Customer Support engineer, you will be responsible for investigating and resolving complex technical issues and providing support to our partners and customers worldwide.

In addition, you will play a crucial role in software maintenance, including performing upgrades and updates to our servers on the CDN.

What will you do?

• Manage and Support Top ISP & CP Customer Accounts Worldwide.
• Provide Expert-Level Technical Support for Complex Customer Issues.
• Analyze and Troubleshoot Complex Technical Problems.
• Collaborate with Cross-Functional Teams to Resolve Escalated Issues: Work closely with other departments.
• Escalate and collaboratively resolve complex issues, ensuring effective communication.
• Provide on-call support.
• Offer guidance and expertise to internal teams as a subject matter expert.

You will be great for this role if you have:

• Advanced knowledge of Linux operating systems and command-line tools.
• Proficiency in networking concepts, including TCP/IP, DNS, HTTP, routing protocols, and troubleshooting techniques.
• Excellent communication skills in English, both written and verbal, with the ability to convey technical information effectively.
• Strong documentation skills to accurately record technical information, troubleshooting steps, and resolutions.
• Ability to guide and conduct knowledge-sharing sessions with other teams or internal stakeholders.
• Familiarity with monitoring tools and systems used for network and performance monitoring.
• Exceptional problem-solving skills and the ability to think critically and analytically.
• Demonstrated ability to handle complex technical issues and provide thorough investigations and resolutions.
• Extensive knowledge of content providers and video streaming protocols, particularly HLS/MPEG-Dash, is essential.
• Strong organizational and time management skills to handle multiple customer issues simultaneously.
• taking proactive ownership.
• Motivated to continuously improve and develop.
• Welcomes open communication and is receptive to feedback.
• A long-term team player.

We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Qwilt.

Join us!