As a Customer Reliability Engineer, you will be an important member of the technical support team providing technical knowledge on our customer issues. You will foster relationships with the development engineering team, develop technical troubleshooting sessions, and maintain the internal collection of knowledge base articles. Triage and document bugs and enhancement requests, working with the Escalation Management Team on high-touch accounts.
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Provide first-line support by handling customer and internal user requests via chat, email, and phone in English. Consult about products and services, such as CDN, Streaming, DNS and more. Resolve technical issues by providing technical diagnostics and collecting information about customer and user incidents, forwarding it to higher levels of technical support if needed.