We are searching for a highly skilled and motivated L2 Technical Support professional to join our team at a leading Content Delivery Network (CDN) company. As an L2 Technical Support, you will be responsible for providing efficient and effective technical support to our clients, ensuring their satisfaction, and resolving any issues they may encounter in a timely manner. If you have a strong technical background, excellent problem-solving skills, and a passion for delivering exceptional customer service, then we want to hear from you!
Key responsibilities:
Provide second level technical support to clients, resolving complex technical issues related to the CDN platform
Collaborate with the L1 support team to triage, troubleshoot, and escalate issues as needed
Perform in-depth root cause analysis and document troubleshooting steps for future reference
Assist in the development and maintenance of technical documentation, knowledge base articles, and best practices
Communicate effectively with clients, keeping them updated on the progress of their technical issues
Work closely with cross-functional teams to address client concerns and improve the overall product and service quality
Participate in on-call rotations to provide 24/7 support to clients during emergencies
Requirements:
Bachelor's degree in Computer Science, Information Technology, or a related field
Proven experience in a technical support role, preferably in a CDN or related industry
Strong knowledge of CDN technologies such as caching, content routing, and load balancing
Excellent understanding of network protocols and troubleshooting techniques
Proficient in scripting languages such as Python, Perl, or Bash
Familiarity with Linux/Unix systems administration and troubleshooting
Strong problem-solving skills and ability to analyze and resolve technical issues in a timely manner
Exceptional communication skills, both written and verbal
Ability to work independently and as part of a team in a fast-paced, dynamic environment
Working in rotational shifts
Relevant certifications, such as CCNA or AWS Certified Cloud Practitioner, are a plus
Must have own laptop/desktop
Benefits:
Opportunities for professional growth and development
Work with cutting-edge technology and industry-leading CDN solutions
Collaborative and vibrant work environment
Our CDN company 5centsCDN is dedicated to providing A-grade services with their bandwidth pricing starting from 5 cents per GB. To apt in, the clients don't have to make any commitments, sign any contracts, or pay for the setup. Currently, we are proudly serving 2000+ clients that consist of OTT, IPTV, ad agencies, gamers, government agencies, NGOs, and major TV channels.
Customers are enabled to access any of our 1200+ PoPs located across the globe. Our integrated multi-CDN network allows you to connect to end users with minimum latency limited to the peering relationship of our partners. The advanced, next-generation-centric services and network infrastructure not only help you to connect to your end-users within their ISPs themselves. But also ensures a fast, secure and affordable content delivery.
