Network Support Engineer

United States Digital Space LLC; Singapore; Hybrid; SGD 60,000 - 110,000; Full time

Benefits offered by this job

Hybrid work model

Equity and discretionary bonus program

Global exposure and enterprise focus

Job summary

United States Digital Space LLC seeks a Network Support Engineer to steward service quality across enterprise accounts. You distill monitoring data into precise events, lead live event monitoring, and coordinate with engineering and revenue teams to ensure a seamless digital experience.

You will engage in proactive problem management, drive continuous improvement, and work with advanced services to identify gaps and security concerns. Strong English communication is essential.

Qualifications

• 5+ years of experience in network and systems engineering within a NOC or high-scale support environment.
• Strong knowledge of networking protocols and ability to debug connections using common network tools.
• Experience in Linux environments and navigating distributed system infrastructures.

Responsibilities

• Distill monitoring data into actionable events for strategic enterprise accounts.
• Lead Live Event Monitoring initiatives for high-profile traffic events.
• Coordinate updates and communication between engineering and revenue teams.
• Advocate for customers during maintenance planning and incident handling.
• Develop and maintain shared runbooks with proactive thresholds for partner teams.
• Transition from incident response to problem management with engineering collaboration.
• Identify platform gaps related to security or false-positive patterns with APAC teams.
• Manage CDN configurations and scale proactive monitoring policies.

Skills

Network engineering

Linux

Troubleshooting

Incident management

Monitoring

Education

Bachelor's degree in CS/IT

Tools

cURL

Traceroute

MTR

Linux shell

Job description

the company helps people stay better connected with the things they love. the company’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. the company’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.

We're building a more trustworthy Internet. Come join us.

Network Support Engineer

The the company Edge Cloud Platform powers the best of the internet, and our Mission Control Program (MCP) — a key function within our broader Customer Experience organization — ensures this mission is a success through rigorous operational excellence.

As a Network Support Engineer, you are the steward of service quality, distilling vast streams of monitoring data into precise, actionable events before they impact our strategic accounts, high-profile digital partners, and designated strategic enterprise support customers. You are more than a responder; you are a champion of problem management and continuous improvement, ensuring our platform remains resilient for organizations within our Performance and Focus Centers. During acute platform incidents, you act as a critical advocate for these accounts, collaborating with incident commanders to ensure mitigation strategies prioritize the stability of their unique traffic profiles. Working in association with various engineering teams for network delivery and compute services, you provide the proactive troubleshooting, maintenance coordination, and focus on leading contributing factor analysis required to manage the world's most complex traffic.

What you'll do

• Distill high-velocity monitoring data into actionable events for strategic and high-touch enterprise accounts using the the company Observability platform to identify and resolve performance trends
• Lead Live Event Monitoring (LEM) initiatives for high-profile traffic events, ensuring a high-quality and seamless digital experience
• Manage administrative updates and coordination via fastlystatus.com to provide transparent, impact-focused communication between engineering and revenue teams
• Advocate for strategic customers during maintenance planning to ensure early notifications and identify necessary configuration updates before implementation
• Partner with incident commanders and escalation management during acute platform disruptions to advocate for strategic accounts and ensure mitigations are targeted for their specific performance needs
• Drive continuous improvement by developing and maintaining shared customer runbooks with customized, proactive thresholds for our Performance, Focus Center, and strategic enterprise partners
• Lead the transition from incident response to problem management by identifying leading contributing factors and coordinating with engineering teams for network delivery and compute services
• Work with Advanced Professional Services to identify platform gaps that may appear as security vulnerabilities or false-positive attack patterns
• Manage customer CDN configurations via digital channels while advocating for the unique needs of our performance-critical accounts
• Help scale our proactive support capabilities by developing global monitoring policies rooted in high-quality industry standards

What we're looking for

• 5+ years of experience in network and systems engineering, specifically within a NOC or high-scale support environment
• Deep foundational knowledge of networking protocols and the ability to debug connections using cURL, traceroute, and MTR
• Hands-on experience with Linux environments and the ability to navigate complex distributed system infrastructures
• Proven track record of maintaining composure and empathy during high-pressure live event monitoring situations
• Exceptional communication skills with the ability to tailor technical depth for both engineering and executive audiences
• Strong multitasking abilities to manage proactive alerts alongside standard configuration requests in a dynamic environment
• Fluency in written and spoken English

We’ll be super impressed if you have experience in any of these

• Practical experience applying ITIL or ISO 20000:1 service management standards to drive operational quality and continuous improvement
• Bachelor’s degree in Computer Science, a similar IT discipline, or equivalent technical experience
• Familiarity with programming or scripting languages (e.g., Python, Go) for automation and data analysis
• Prior experience working specifically within the CDN or edge cloud industry

Work hours

This position supports our global 24/7 operations. Working schedules are:

• Tuesday~Saturday & Sunday~Thursday 8am~5pm SGT

Work location(s) and travel requirements

This position is open to the following work locations ONLY:

• Singapore. Applicants must hold citizenship/ Singapore PR to be considered

the company currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home. This position may require travel as required by your role or requested by your manager.

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, shift pattern and location.

This role may be eligible to participate in the company’s equity and discretionary bonus programs.

Benefits:

We care about you. the company works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with the company. Curious about our offerings?We offer a comprehensive benefits package designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.Why the company?

• We have a huge impact.the company is a small company with a big reach. Not only doour customershave a tremendous user base, but we also support a growing number ofopen source projects and initiatives.Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
• We value diversity.Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable br