Senior Support Engineer (L3)

Описание вакансии

#vacancy #supportengineer #remote

Senior Support Engineer (L3) at SOAX

Remote

Overview

We're a proxy infrastructure company with a product customers genuinely love and depend on. Our system is a geo-distributed, high-load platform written in Go, handling HTTP/HTTPS/SOCKS5/TCP/UDP traffic across millions of nodes worldwide.

Our customers rely on SOAX for performance, reliability, and control at scale. When something degrades, it’s not cosmetic — pipelines stall, latency spikes, revenue and SLAs are at risk.

As we scale into more demanding mid-market and enterprise environments, escalation quality and technical rigor become a competitive advantage.

We’re hiring this role to own complex infrastructure escalations and turn them into systems — so Product Engineering can stay focused on building, not firefighting.

✅What you’ll do

• Debug issues end-to-end across HTTP(S) and SOCKS5 flows over TCP/UDP — including DNS resolution, TLS handshakes, and upstream throttling/response semantics

• Investigate latency shifts, error mix changes, ASN/ISP anomalies, and provider-specific degradation

• Query large-scale traffic data in ClickHouse — joins, p95/p99, segmentation, anomaly detection

• Run incidents calmly: triage, timelines, clear updates, short postmortems

• Proactively monitor strategic accounts and initiate incidents before degradation becomes churn

• Turn recurring failure patterns into automation and actionable product/infrastructure improvements

• Convert investigations into reusable runbooks, dashboards, and queries

• Raise the standard of escalation quality across the team

✅You’ll enjoy this if

• You like untangling messy systems

• You think in hypotheses and experiments

• You prefer evidence over opinions

• You get real satisfaction from automating repetitive work

✅Technical bar

• Deep understanding of HTTP, HTTPS, and SOCKS5 proxy flows over TCP/UDP

• Strong grasp of DNS resolution paths and TLS negotiation mechanics (SNI, ALPN, TLS versions)

• Ability to reason about TCP behavior (timeouts, retransmissions) and HTTP connection semantics

• Comfortable in Linux (tcpdump, curl, dig, mtr, openssl s_client)

• Strong ClickHouse SQL on large traffic datasets

• Experience running production incidents

• Strong written and spoken English

✅This role is not

• L1 chat support

• Pre-sales

• Feature development

• Blind escalation to Product Engineering

✅Work Environment

• Four-day workweek and flexible hours: focus on outcomes, not time tracking.

• Remote-first setup with 4 weeks of paid vacation and company-wide New Year/Christmas break.

• Competitive compensation in GBP.

• Paid professional courses and resources to deepen your technical and analytical skills.

For CV submissions, contact: @awwtanya