Client Support Engineer

Company Overview

Edgio (NASDAQ: EGIO) is an edge-enabled software solutions provider powering unmatched, secure digital experiences through a seamlessly integrated delivery, applications and streaming platform. Our globally-scaled technology and expert services fuel the world’s top brands with the capacity to deliver the fastest, most dynamic, and frictionless education, entertainment, events and applications to every user. Dedicated to providing unparalleled client care and extending value every step of the way, Edgio is a partner of choice, driving worldwide internet traffic to support the most popular shows, movies, sports, games and music, and instant-loading websites. To learn more, visit edg.io.

Job Purpose:

The Client Support Engineer provides front-line support in a 24/7 Total Client Performance Center. This position resolves customer’s technical issues through diligent research, reproduction and troubleshooting while utilizing systems administration, networking and CDN software skills.

Responsibilities:

• Promptly respond to customer inquiries, primarily by phone and email.
• Review, document, troubleshoot and resolve customer’s technical questions.
• Act as a facilitator and assist with the communication between the customer and internal teams when escalating issues.
• Respond to customer requests within expected Service Level Agreements and manage customer expectations.
• Leverage internal systems to document all customer interactions, problem resolution status, next steps and time commitments.
• Troubleshoot, diagnose and resolve product issues and questions independently and occasionally partnering with senior team members.
• Work flexible schedules, which may include evenings, weekends and holidays.
• Coordinates corrective actions to restore and repair conditions internally and externally.
• Initiates, updates, tracks and closes trouble tickets; creates and sends network alerts as needed to internal organizations.
Works with other team members when necessary to correct or improve network performance.

Qualifications:

• 3+ years’ experience in a customer-facing environment.
• Experience with product-based support and working with complex enterprise software systems.
• Must be able to interpret HTTP rewrite options.
• Able to monitor the network and handle customer support tickets.
• Understanding of system logs and usage of tools like grep, awk, sed, etc.
• Understanding of Linux.
• Familiarity with networking concepts (tcp/ip stack, DNS, HTTP protocols, etc.).
• Any knowledge of Content Delivery Network.
• Self-starter, excellent communication both written and verbal skills, highly organized with the ability to multitask.
• Can work successfully under pressure.
Demonstrated ability to work well in a team environment.

Inspired People. Extraordinary Results.

At Edgio we are committed to creating and delivering world-class digital experiences. Our core values act as a compass that ensures we stay on a course that empowers us to create unmatched value for our clients, extraordinary results for our shareholders, and inspire you in the work that you do.

Our values are at the heart of everything we do; they are the foundation of our high-performing culture. Ownership means we focus on the job that is most required, treating time and resources as precious like it’s your business. With a laser focus on Performance, we achieve extraordinary results through work that is planned and managed. We are Client Obsessed, we give them our full attention, they pay for it. Our First Team is radically committed to collaboration, trust, feedback, accountability, and performance. Through Design, we create better experiences through simplicity and efficiency.

Our First Team is important to us. Here are some of the benefits you can expect:

• Competitive Compensation: Base pay and benefits designed to be equitable and market competitive.
• Rewards for Total Performance: Incentive programs that provide exceptional rewards for exceptional performance.
• Generous Employee Referral Bonus Award Program.
• Employee Development Opportunities: Growth and coaching pathways designed to help our First Team reach their full career potential.
• Remote Friendly: Our Hub | Hybrid model enables you to work where you are personally most productive.
• Flexible Time Off.
A diverse and global workforce.

This job description is not an all-inclusive summary of duties or responsibilities. Job duties or responsibilities may change with or without advance notice.