Technical Support: We believe it s crucial to provide excellent service to our customers, eliminating the typical finger-pointing through skillful troubleshooting. In this role your primary responsibility will be to help customers (usually working with their IT consultants or other skilled people) to investigate and resolve speed concerns, application performance issues, new installations questions, and other similar situations.
Network Operations: Our customers expect outstanding network reliability and performance. In this role you ll help manage our global IP routing platform and other network systems. This can involve monitoring network behavior, configuring routers and switches, and troubleshooting issues like packet loss or jitter.
Device and Service Provisioning: Our platform consists of custom operating systems and software that runs on equipment in data centers and at the customer premises. You ll be part of a team that installs our operating systems and provisions service for customers. Much of this process is automated, but you ll need to pay good attention to detail and be able to work with Linux. We use Puppet, Ansible, and several other tools for automation.

Required Qualifications
•A passion for serving customers with outstanding support
•At least 2 years of experience in a highly technical-support role
•Strong ability to clearly communicate technical concepts to both technical and non-technical people in written and spoken English
•Self-starter approach to identifying and accomplishing goals
•Natural ability to incrementally troubleshoot technical problems
•Strong understanding of networking fundamentals (e.g. knowing what ARP is and how IP routing works will be important for you to succeed).
•Understanding of how specific network issues affect application performance (e.g. how does packet loss affect TCP throughput? Or what are the effects of jitter on VoIP?)
•Some experience with Linux is helpful. We use Debian and OpenWRT
•Strong desire to learn and grow
•Ability to participate in an on-call rotation