Job Description :
Job Title : Support Engineer
Location: Boston, MA
Long Term.
About the Job
As a Support Engineer you will be an integral member of a team responsible for quickly resolving highly technical, complex issues. Your role will be critical in maintaining the trust of our customers. You will be working directly with our customer''s technical teams in defining issues, resolving them, or leading a cross-functional team to drive resolutions.
Responsibilities:
This role is to maintain the delivery OTT services globally, by providing technical support and business assurance to customers.
As a CDN Support Engineer, your primary responsibilities will include:
· Becoming a subject matter expert and maintaining the availability of Content Delivery solutions, alongside with the IP / MPLS Backbone and Peering & Transit networks.
· Working in close relationship with development, suppliers and other business partners
· Providing technical feedback & operational consultancy to relevant business areas and project teams
· Performing detailed investigation & root-cause analysis of production incidents,
· Handling service requests, validating and implementing major changes to live production network
· Visiting customer sites to investigate complex issues reported by customers / partners.
Qualifications:
Basic Qualifications
· Bachelors Degree in CS, MIS, or relevant engineering/science fields.
· 5+ years of experience in technical support, engineering, IT, or consulting.
· 5+ years of experience in Internet technologies, standards and protocols, including DNS, TCP/IP, HTTP/HTTPS, Web architecture and design or relevant coursework.
Qualifications
· Knowledge of content origination & delivery techniques (Media Delivery, VOD/HLS, live streaming ), and / or experience with delivering content using CDN providers like Akamai, Level3, Limelight
· In-depth understanding of DNS
· Understanding of HTTP, TCP and underlying packet flow
· Experience in analyzing TCP/IP logs (wireshark), defining time lines of a issues based on log analysis
· Knowledge of industry best practices in network operations (i.e. High-Availability & Redundancy, Traffic Engineering & Optimisation, DDoS Protection)
· Knowledge / Experience in one or more of the following areas would be considered a plus:
o Load Balancing & Traffic Management platforms (F5 GTM, GSLB)
o Python, Perl or Bash scripting languages
o Big data analysis
Desired Qualifications
· Prior customer-facing experience.
· Available to work on-call on a rotating weekly schedule
· Excellent verbal and written communication skills, ability to disseminate information in a clear and concise manner to both business and technical audiences.
· Ability to manage multiple priorities, commitments and projects.
· Self-motivated, directed and passionate about what you do. Strives for results.