Principal (CDN) Support Engineer

BetterHelp; Camden Town; Remote; GBP 60,000 - 85,000; Full time

Job summary

A leading internet service company is seeking a Principal Support Engineer to be the senior technical authority in the global support team. The role involves mentoring junior engineers, troubleshooting complex issues, and developing technical documentation. Ideal candidates will have extensive experience in CDN support, strong Linux and scripting skills, and a passion for delivering exceptional customer service.

Benefits

100% flexible working hours

Medical, dental, and vision insurance

25 days of paid vacation

Parental leave

Home office budget

Paid sick leave

Mental health support

Wellness budget

Educational budget

Qualifications

• 5 years overall experience, >= 2 years in CDN support.
• Experience with Docker and edge computing.
• Good understanding of SEO and WordPress integrations.

Responsibilities

• Mentor junior support engineers.
• Develop and maintain technical documentation.
• Troubleshoot complex issues related to Bunny services.
• Implement solutions to improve support performance.

Skills

Linux server administration

Scripting (PHP, Bash, Python, JS)

Debugging skills

CDN architectures knowledge

API fluency

Problem-solving

Mentorship abilities

Customer focus

Tools

Docker

Nginx

Grafana

REST APIs

Job description

Overview

As a Principal Support Engineer, you'll be the most senior technical authority in our global support team, guiding, mentoring, and solving the toughest challenges our customers face. You'll combine deep CDN expertise with a passion for helping people deliver exceptional support that sets bunny.net apart. This role works cross-functionally with Engineering, Product, Marketing, and Sales to ensure customer needs are met. While not handling general support tickets day to day, you'll act as a technical escalation point for complex issues and a mentor to the wider support team. Every case is different. This role is perfect if you enjoy tackling tough, high-impact problems and want to shape how we support customers at scale. Working hours: 8 p.m. to 4 a.m. UTC+1 , Tuesday through Saturday (fixed shift). Ideally, this would be daytime in your time zone, but if you like working nights, we are good with that too.

What will you do?

• Act as the most senior technical authority within our global support team.


• Mentor and provide guidance to junior and mid-level support engineers.


• Develop and maintain technical documentation, troubleshooting guides, and knowledge bases for the support team and customers.


• Troubleshoot and resolve the most complex issues related to Bunny services, including network configuration, performance, and security.


• Collaborate cross-functionally to address challenges and ensure smooth service delivery.


• Implement solutions to improve support performance, reliability, and overall customer satisfaction.


• Stay current with CDN industry trends and recommend product improvements based on emerging technologies.


• Relevant role experience: 5 years of experience overall, with at least 2 years in a CDN level III support role.


• Technical expertise: Strong experience with Linux server administration (network namespaces, process management, systemd, permissions), scripting (PHP, Bash, Python, JS), and debugging.


• CDN architectures and caching logic knowledge: Comfortable using curl, mtr, traceroute, dig, ping, and GeoIP tools for CDN-related issues.


• Hosting: Familiarity with Nginx and similar hosting environments.


• Hands-on experience diagnosing DNS resolution issues, SSL configurations, CORS errors, and cache inconsistencies.


• API fluency: Experience with REST APIs, authentication, and tools like Postman and httpie.


• Debugging: Ability to debug playback issues, video startup failures, and stream delivery bottlenecks.


• Collaboration skills: Ability to work cross-functionally with Product, Engineering, Sales, and Marketing to address client feedback, PoCs, and enterprise support.


• Problem solving: Experience in error log debugging, server analysis and appropriate escalation pipelines.


• Mentorship: Strong experience mentoring colleagues and providing training/documentation to improve team performance and knowledge sharing.


• Development of internal tools to streamline support diagnostics, including Grafana dashboards.


• Communication: Strong written and verbal skills to explain technical concepts clearly.


• Customer focus: A passion for helping people, while delivering excellent customer support in fluent or near-native English.

What will make us extra happy?

• Edge computing experience: Working knowledge of Docker, libSQL, and runtime environments for edge functions (Deno).


• WAF knowledge: Familiarity with Web Application Firewalls (WAF) and experience configuring and troubleshooting security-related issues.


• Storage knowledge: Understanding of storage technologies and their integration with CDN services (e.g., object storage, file systems, storage performance optimization).


• Experience with WordPress: Good understanding of SEO ranking and WordPress integrations.

Some people accept the internet as it is. We see what it could be. At bunny.net, we don\'t wait for change. We make it happen. You won\'t find layers of red tape or play-it-safe thinking here. You\'ll find people who move quickly, take ownership, and push ideas all the way to the edge. Literally. You\'ll build things that solve actual problems, not add to them. We\'re not perfect, and we don\'t pretend to be. But we\'re always improving. We\'re looking for people who want to do the same, who take pride in their work, and aren\'t afraid to challenge what\'s possible. Because everyone deserves a better internet. And we\'re here to help it hop faster.

At bunny.net, we invest in you. We want to provide meaningful benefits while helping you maintain a healthy work & personal life.

• 100% flexible working hours. Work from anywhere, on your own schedule.


• Medical, dental, and vision insurance. Coverage worldwide.


• Paid time off. 25 days of paid vacation (plus your local public holidays).


• Parental leave. Bonding with the little ones is super important, so we offer parental leave and flexible scheduling to ease into parenthood.


• Home office budget. Annual budget of €500 to help you set up a comfortable workspace.


• Paid sick leave. Take time off to fully recover.


• Mental health support. Access resources via BetterHelp.com.


• Wellness budget. Annual well-being fund of €480.


• Educational budget. Dedicated yearly learning budget of €500 for books, seminars, and online courses.