Job Description

Our infrastructure team operates a large network of POPs around the world hosting edge services, such as traffic acceleration, CDN cache, gaming, edge computing, etc. We are seeking self-motivated engineers to drive stability and to optimize the performance of various edge services and products running on top of our multi-cloud CDN infrastructure, and to create solutions for ever growing business needs on the edge.

As Technical Operations Engineers, you are expected to apply software and systems engineering skills to help maintain stability, to create customized solutions and to resolve urgent customer escalations. You will have the opportunity to manage a variety of complex systems at scale, including systems that administer hyperscale datacenters and public cloud, global content distribution networks (CDNs) and load balancers that handle over 100Tbps of traffic. You will also have the opportunity to collaborate with various teams to translate business needs into concrete action items, and/or improvements in system design or procedures.

Responsibilities

• Leverage platform capability and product features to design and develop solutions for our edge services customers.
• Build metrics, tools, automations, visualizations and monitors to facilitate the operation and optimization of the edge services.
• Troubleshoot and resolve major incidents and known issues. Provide technical consultancy to feature requests, or enhancements related to the development tools for our internal business teams.
• Drive global support metrics by monitoring and improving support metrics, including SLA (Service Level Agreement) and Csat (Customer Satisfaction). Collaborate with other internal teams like NOC (Network Operations Center) and SREs (Site Reliability Engineers) to align support metrics with global objectives.
• Lead technical support assignments such as user training and internal knowledge transfer sessions to ensure both users and team members have a strong understanding of the supported platforms.
• Work in a fast-paced environment. Participate in technical operations and rotations in response to performance and reliability issues.