Customer Support & Operations Engineer

As a Customer Support & CDN Operations Engineer at Mainstreaming, you will be responsible for providing advanced technical support to our customers, resolving complex issues, and ensuring high levels of customer satisfaction. You will be a key point of contact for critical incidents and will work closely with other teams to identify and implement solutions to prevent future problems.

• →Provide advanced technical support to customers, troubleshooting and resolving issues related to our CDN platform.
• →Manage and resolve customer incidents, ensuring timely communication and resolution.
• →Identify and analyze recurring issues, influencing solutions to prevent future occurrences.
• →Conduct in-depth root cause analysis to determine the underlying cause of issues and help with the implementation of effective solutions.
• →Monitor services, infrastructure, and alarms.
• →Contribute to and maintain the knowledge base, ensuring it is up-to-date and accurate.
• →Participate in a 24/7 on-call rotation to provide timely support during off-hours.
• →Continuously identify opportunities for process improvement, streamlining workflows and enhancing efficiency.

• PASSION FOR THE PRODUCT: Professional attitude towards software craftsmanship including testing and a passion for writing good documentation.
• PROACTIVITY: You are confident enough to self-start your project and set your priority in autonomy while working with a group of international peers.
• EAGERNESS TO LEARN: You don't get scared of something new, we provide you an environment where you can improve every day.
• TEAMWORK: A high degree of collaboration, we are a team, we develop and grow together.
• ENGLISH: Professional proficiency level, you will share your time within an international Team.

• 4+ years of experience in B2B SaaS Customer Support or Operations, with a strong focus on network/video streaming technologies and working with Enterprise customers.
• Fundamental understanding how the Internet works (OSI Model).
• Experience troubleshooting DNS, SSL/TLS, HTTP and Streaming Protocols.
• Experience troubleshooting network connectivity issues, BGP routing, Etc.
• Experience in command line, and tools, including curl, dig, traceroute, openssl, git, etc.
• Strong technical knowledge of CDN technologies, video streaming protocols, and network infrastructure.
• Experience with scripting languages (Python, Bash, etc.) and network tools (Wireshark, tcpdump, etc.) is a plus.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability and willingness to work occasional weekends, holidays, after hours, and shifts.
• Fluent proficiency in English is mandatory, in Italian is preferred, other languages are a plus.