Service Delivery ofertas em Grã-Bretanha

bunny.net is where individual imaginations gather together 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.

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.

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).

• 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: 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.

• 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.

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

• A competitive salary: You can expect above-average industry salaries.
• 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 your way 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 and get back to 100% without worrying 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.

We're ready if you are!

Department: Support
Role: Principal CDN Support Engineer
Locations: Remote status: Fully Remote