Technical Support Engineer, Application Performance

United States Digital Space LLC; United States; Hybrid; USD 70,000 - 90,000; Full time

Job summary

United States Digital Space LLC is seeking a Technical Support Engineer to assist enterprise customers with complex issues and to deepen knowledge of our Internet infrastructure. You will work with cross-functional teams to resolve incidents, improve automation, and document new workflows.

The role emphasizes hands-on learning, robust communication, and collaboration across global operations, with a hybrid schedule in Austin, TX and a strong focus on customer success.

Qualifications

• 3-5 years in a technical Customer Support role, preferably with large enterprise customers.
• Strong written and verbal communication skills.
• Solid understanding of how the Internet works across OSI layers 3, 4, and 7.

Responsibilities

• Fulfill support requests by communicating with customers via chat, email, and phone.
• Collaborate with senior engineers to analyze and troubleshoot customer issues.
• Track support requests using our ticketing system.
• Participate in team meetings to discuss and share feedback.
• Help define and update AI skills and conversational journeys for automated workflows and documentation.
• Provide feedback on our product and potential improvements based on customer interactions.
• Support the team in testing new releases and reporting bugs.
• Perform other duties/projects as assigned.

Skills

Customer support

Technical troubleshooting

Communication skills

Networking concepts

Education

CS degree or IT certs

Tools

Linux

curl

dig

traceroute

openssl

git

Apache/Nginx

Job description

About Us

At the company, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. the company protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by the company all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. the company was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

At the company, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.

Available Locations: Hybrid - Austin, TXSchedule: This is a full-time, Tuesday-Saturday role requiring a firm start time of 11:00 AM Central Time to align with our global operations. This role requires you to be able to come into our Austin office twice a week.

About the Department

The Customer Support Team is dedicated to resolving complex issues and providing technical assistance across various channels, including phone, email, chat, and social media. Our team passionately advocates for all customers, from individual Wordpress bloggers to Fortune 500 customers handling millions of clients daily. By actively listening to real-world pain points and use cases, we serve as the vital link between our customers and the rest of the company and play a key role in building a better Internet every day!

What You’ll do

As a Technical Support Engineer at the company, you’ll work directly with customers and cross-functional teams to tackle a variety of technical challenges. You’ll gain hands‑on experience with our products, learn the inner workings of the company’s offerings, and deepen your understanding of internet technologies. This role also provides opportunities to develop valuable technical and professional skills, as well as job shadowing experiences to explore different roles within the company. Join us to enhance your skill set while making a real impact!

Responsibilities

• Fulfill support requests by communicating with the company customers via chat, email, and phone

• Collaborate with senior engineers to analyze and troubleshoot customer issues

• Track support requests using our ticketing system

• Participate in team meetings to discuss and share feedback

• Help define and update AI skills and conversational journeys to ensure up-to-date knowledge is available in automated workflows, as well as updating other internal- and public-facing documentation as needed.

• Provide feedback on our product and potential improvements based on customer interactions

• Support the team in testing new releases and reporting bugs

• Perform other duties/projects as assigned

Desirable Skills, Knowledge, and Experience:

• 3-5 years of experience working in a technical Customer Support role, preferably as part of a team working with large enterprise customers

• Self-driven and comfortable learning new technologies and systems on an ongoing basis

• Excellent written and verbal communication skills

• Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7

• Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols

• General understanding of HTTP reverse proxying, caching, and load balancing

• Experience using Linux and associated command line tools, including curl, dig, traceroute, openssl, git, etc.

• Experience writing scripts in Bash, Python, JavaScript, or other scripting languages

• Experience installing and configuring web servers like Apache, Nginx, and/or IIS

Bonus Points

• Prior experience with the the company platform, especially for personal projects/websites

• Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels

• Experience configuring network or application firewalls

• Degrees or certifications in Computer Science, Information Technology, and related fields

• Fluency in Mandarin, Spanish, and/or Portuguese

What Makes the company Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by the company’s enterprise customers--at no cost.Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy‑centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service the company has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Please note that applicants who progress to the offer stage of the interview process may be asked to attend an in-person interview within one of the the company Offices or the company Hubs. More details about this will be available at that stage of the interview process.

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorizati