Role Overview
This position serves as a technical point of contact for customers using cloud-based services, ensuring their experience remains seamless and secure. The engineer is responsible for diagnosing and resolving technical challenges, maintaining system performance, and supporting customers through complex infrastructure issues.
Key Responsibilities
- Act as the primary technical liaison for customers, managing issue resolution from start to finish
- Proactively identify and troubleshoot problems related to connectivity, security, and performance
- Collaborate with internal engineering, product, and security teams to escalate and resolve critical incidents
- Communicate technical solutions clearly to customers in diverse regions and industries
Required Qualifications
Candidates should bring 4 to 7 years of hands-on technical support experience, particularly in cloud or network environments. Essential knowledge includes:
- Networking fundamentals such as TCP/IP, DNS, HTTP/HTTPS, and TLS protocols
- Experience with cloud platforms including AWS and Azure
- Understanding of proxy systems and virtual private networks (VPN)
- Proficiency in Layer 3 and Layer 4 networking technologies
- Proven ability to build rapport and maintain customer trust during high-pressure situations
Learning & Growth
The role offers access to professional development resources such as LinkedIn Learning, internal training programs, and mentorship opportunities. Employees can explore new skills, transition into different roles, and attend learning-focused events like the APEX Expo. Internal mobility is encouraged, with structured programs designed to support career advancement.
Culture & Impact
The organization emphasizes innovation, personal growth, and making a tangible difference in how digital services operate worldwide. Engineers contribute directly to improving online performance and security, helping turn ambitious goals into reality for customers and internal teams alike.
