Customer Support Engineer

We are looking for a Customer Support Engineer to assist customers using an edge cloud platform in Denver, Colorado. This position focuses on resolving technical issues tied to content delivery, compute behavior, and platform configuration while helping users improve reliability and performance. The role is part of a customer-facing technical team and is well suited for someone who can investigate network and application behavior, communicate clearly, and support customers in a fast-moving service environment.

Responsibilities:

• Investigate customer-reported problems related to edge delivery, caching behavior, request handling, headers, and compute-based applications.
• Examine platform configurations and recommend adjustments that improve cache efficiency, response quality, and overall service performance.
• Support customers in navigating the platform interface, service configuration areas, and monitoring tools to resolve technical questions effectively.
• Review logs, metrics, and network data to identify root causes, prioritize incidents, and determine the next steps for resolution.
• Explain platform behavior and edge architecture concepts in a practical way so customers can apply stronger troubleshooting methods.
• Route advanced or unresolved technical issues to higher-level engineering teams with clear documentation and findings.
• Contribute to scheduled on-call support and assist during major service events that require active monitoring and rapid response.
• Document recurring issues, solutions, and support insights to improve internal knowledge sharing and customer experience.