Senior Technical Support Engineer

Job Summary

Working remotely in a full-time capacity, the Senior Technical Support Engineer will troubleshoot customer issues, analyze usage patterns to enhance product adoption, and collaborate with engineering and product teams to resolve complex technical challenges.

Key responsibilities

• Transform escalations into detailed engineering-grade tickets, including problem statements and reproducible steps
• Debug issues across HTTP(S) and SOCKS5 flows, investigating latency shifts and provider-specific degradations
• Proactively automate workflows and create reusable diagnostics to improve escalation quality and reduce manual investigations

Required qualifications

• Deep understanding of networking fundamentals (TCP/IP, TLS, routing, DNS, HTTP/HTTPS)
• Strong knowledge of DNS resolution paths and TLS negotiation mechanics
• Experience with ClickHouse SQL on large traffic datasets
• Comfortable using Linux tools (tcpdump, curl, dig, mtr, openssl s_client)
• Experience managing production incidents