Sr. Customer Support Engineer (CSE)

CDNetworks - Diamond Bar, CA

30+ days agoFull-time
About Us
CDNetworks is the world's 3rd largest full-service Content Delivery Network (CDN). Over 1,000 top world-wide companies in multiple industries – including Gaming, Media/Entertainment, Social Networking, Software/Technology, e-Commerce, e-Learning and Enterprise – trust CDNetworks to provide reliable content delivery at blazingly fast speeds. By delivering this performance on demand, CDNetworks eliminates costly IT infrastructure build out and technical staffing costs for customers.

With nearly a decade of experience, CDNetworks has pioneered the development of many of the latest CDN technologies. The company provides a comprehensive suite of innovative technology for video streaming, large-volume-files downloads, image caching, application acceleration and business analytics, while providing unparalleled quality of performance, service, and reliability. With more than 80+ full-service PoPs in 50+ cities around the world, CDNetworks provides global bandwidth capacity of more than 1,100 Gbps to its customers.

About the Position
CDNetworks Customer Support Engineers ensure a high level of customer satisfaction by monitoring, maintaining and troubleshooting CDNetworks' global CDN infrastructure 24x7x365, and handling customer support issues promptly, effectively and conclusively. In this role, you will work closely with CDNetworks customers, infrastructure service providers, network and systems engineers, and software developers to perform root-cause analysis and prompt resolution of hardware, network and software issues affecting the CDNetworks CDN. As part of the position you will get to contribute to future system design and processes for improving current and new services all while running a geographically distributed 24x7 critical network relied upon by many global companies.

Essential Duties and Responsibilities
Serve as primary escalation point for identifying, troubleshooting, and resolving CDN issues affecting mission-critical production customer traffic
Perform service, systems, and network monitoring
Solve complex issues related to various components of the CDNetworks global CDN infrastructure
Create and document system processes and all tasks related to keeping the network up and performing optimally
Provide notification to customers and the Company in the event of CDN infrastructure issues
Work closely with network engineers, systems administrators, and software engineers regarding technology and hardware upgrades for the CDNetworks CDN infrastructure
5+ years of experience in related technical service or support directly supporting customers
Ability to speak and write clearly, concisely, and thoroughly in order to quickly and accurately convey complex information regarding mission-critical production issues to varying audiences
Ability to seek, identify and analyze data in order to solve complex issues
Solid understanding of networking protocols, including TCP/IP, HTTP and DNS
Knowledge of scripting (e.g., shell, Perl, Python, etc.) and command-line utilities (curl, dig, traceroute/MTR, etc.)
Experience with Linix systems, as an operator or administrator
A detail-oriented, process-focused and inquisitive nature
High-bandwidth, self-motivated self-starter who works well with minimal supervision
Possible Weekend/Holiday rotation at daytime only.
Experience in CDN technologies/services
Familiarity with web server technologies (e.g., Apache, lighttpd, IIS, etc.)
Fluent in Chinese language
Please include a cover letter detailing why your education, professional experience, skills and career goals make you a top candidate for the position.