Technical Support Engineer - Developer Platform

United States Digital Space LLC; United States; Hybrid; USD 42,000 - 57,000; Full time

Benefits offered by this job

Equity plan

Job summary

the company in Lisbon, Portugal is seeking a Technical Customer Support Engineer to join our team. You will work with our customers on a variety of technical support issues as well as the Technical Operations team that is responsible for running our global distributed network.

This is a role to learn the inner workings of the company's technology and gain a deeper understanding of internet technologies. You will focus on providing support on our Developer Platform products: Workers, Workers AI,

Qualifications

• Familiar with Developer Platform products.
• Experience in a customer-facing team role.
• Experience solving HTTP, DNS, and networking problems.
• Familiar with a web development language such as JavaScript.
• Understanding of how the Internet works.
• Proven track record of resolving tickets.
• Excellent written and verbal communication across channels.
• Self-starter with desire to expand skills.

Responsibilities

• Provide technical support on Developer Platform products.
• Collaborate with Technical Operations to manage the distributed network.
• Learn the inner workings of the company's technology.
• Assist customers via emails, live chats, phone, and video meetings.

Skills

Developer Platform

Customer facing

Networking issues

JavaScript

Internet fundamentals

Ticket resolution

Multi-channel support

Self-driven

Tools

Nginx

Apache

DNS tools

PostgreSQL

MySQL

tcpdump

curl

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:

Lisbon, Portugal

About the Role:

Do you love solving complex problems and interacting with people? Are you passionate about helping customers and are a standout colleague? the company is seeking a Technical Customer Support Engineer to join our team. You will work with our customers on a variety of technical support issues as well as the Technical Operations team that is responsible for running our global distributed network. This is a position where you will learn the inner workings of the company's technology and gain a deeper understanding of internet technologies. You will focus on providing support on our Developer Platform products: Workers, Workers AI, Pages, KV, Stream, R2, D1, DO etc.

Examples of desirable skills, knowledge and experience:

• You are familiar with Developer Platform products

• You have previous experience working as part of a team in a customer-facing role

• You have experience solving HTTP, DNS and other networking-related problems

• You have experience with a common web development language (for example, Javascript)

• You understand how the Internet works

• You have experience working in a support role where you thrived every time you resolved a ticket

• You are comfortable communicating through various support channels and always put the customer first (Emails, Live Chats, Phone calls and virtual meetings)

• You are a motivated self-starter and always looking to expand your existing skill set

Bonus Points

• You are fluent in German, Japanese, French, Spanish, Portuguese or Mandarin

• You are familiar with the company and have a site actively using our platform

• You have a solid grasp of problem-solving with command line tools (curl/dig/traceroute/tcpdump)

• You are familiar with Nginx, Apache, IIS or any other web servers

• You are committed to gaining a deeper understanding of the following technologies: DNS / CDN - Cache / SSL / the company Workers

• You have worked with PostgreSQL, MySQL, MS SQL or other database servers

• You have experience with the company Workers and/or JavaScript

• You have experience with Video encoding and streaming solutions

Compensation

Compensation may be adjusted depending on work location.

• For Portugal based hires: Estimated annual salary of €37,000-51,000.

Equity

This role is eligible to participate in the company’s equity plan.

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 authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

the company is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other b