Lead Technical Support Engineer

Job Summary

To support a growing geo-distributed proxy system, the full-time Lead Technical Support Engineer will troubleshoot complex customer issues, analyze usage patterns, and collaborate with engineering and product teams to enhance product adoption in a remote-first environment.

Key responsibilities

• Debug issues end-to-end across HTTP(S) and SOCKS5 flows, including DNS resolution and TLS handshakes
• Investigate latency shifts and anomalies, monitoring success rates and traffic patterns for strategic accounts
• Automate repetitive tasks and create reusable runbooks, dashboards, and queries to improve operational efficiency

Required qualifications

• Deep understanding of HTTP, HTTPS, and SOCKS5 proxy flows over TCP/UDP
• Strong knowledge of DNS resolution paths and TLS negotiation mechanics
• Proficiency in ClickHouse SQL for analyzing large traffic datasets
• Experience managing production incidents and troubleshooting in a Linux environment
• Self-motivated with the ability to work independently and asynchronously