Principal Support Engineer

TN United Kingdom; London; Remote; GBP 60,000 - 90,000; Full time

Job summary

A leading company in the CDN space is seeking a Principal Support Engineer to lead their global support team. This role involves mentoring, troubleshooting complex issues, and collaborating across departments to enhance customer satisfaction. The ideal candidate will have significant experience in Linux administration and a passion for customer support.

Benefits

Competitive salary

Medical, dental, and vision insurance

25 days of paid vacation

Parental leave

Home office budget of €500

Paid sick leave

Mental health support via BetterHelp.com

Wellness budget of €480

Educational budget of €500

Qualifications

• 5 years of experience overall, with at least 2 years in a CDN level III support role.
• Strong experience with Linux server administration and scripting.
• Ability to debug complex issues and mentor junior engineers.

Responsibilities

• Act as the most senior technical authority within the global support team.
• Mentor and provide guidance to junior and mid-level support engineers.
• Troubleshoot and resolve complex issues related to Bunny services.

Skills

Linux server administration

Scripting (PHP, Bash, Python, JS)

Debugging

Collaboration skills

Problem solving

Communication

Customer focus

Job description

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We are on a mission to help build and accelerate the internet of tomorrow. We obsess about customer experience and strive towards constant innovation, with the goal of helping companies and developers build a faster, safer, and more reliable internet.

bunny.net is where individual imaginations gather to solve next-generation internet challenges. Join a team of experts and, together, help shape the future of the internet. Here, you'll do more than join something. You'll add something.

We’re not just saying that. Our culture really hops. Our values enable our fluffle to grow stronger with each new team member. We do our best work when we’re curious, take initiative, and chase ideas that feel just a little bit impossible. We obsess over our customers, aim higher every day, and always collaborate with a sense of fun, ownership, and care.

All roles at bunny.net are fully remote. Work from wherever you hop best.

Principal Support Engineer

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.

You'll support the operations of one of the fastest global networks—with a 150 Tbps+ capacity and 119+ edge locations—and contribute to a team known for its dedication to customer satisfaction (just check out our 1100+ 5-star reviews).

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: UTC 4 a.m. to 12 p.m. every day as a 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.

What will you add?

• Relevant roleexperience: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: You are 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.

What's in it for you?

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

• A competitive salary. You can expect above-average industry salaries.
• Medical, dental, and vision insurance. Coverage worldwide.
• Paid time off. Love visiting the seaside? No problem - us, too. We offer 25 days of paid vacation (plus your local public holidays on top).
• 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. We believe everyone is more efficient working in a comfortable office, and we're happy to help you set it up with an annual budget of €500.
• Paid sick leave. Feeling ill? Take time off to fully recover without having to worry about your finances.
• Mental health support. Feeling down? We've got your back. bunny.net provides mental health resources and help via BetterHelp.com.
• Wellness budget. An annual well-being fund of €480 is here to help you stay fresh and focused.
• Educational budget. Dedicated yearly learning and educational budget of €500 for books, seminars, and online courses.