Principal Support Engineer (L3, Edge Network)

What You’ll Do

• Act as the 3rd-level escalation point for complex technical issues related to CDN and Edge Network products.
• Diagnose and resolve advanced issues involving caching, DNS, routing, load balancing, SSL/TLS, and web security.
• Take ownership of high-severity incidents (P1/P2) and drive resolution in collaboration with Engineering, Network, and Operations teams.
• Asist with root cause analysis (RCA) and contribute to preventive measures to reduce incident recurrence.
• Analyze traffic patterns, cache efficiency, and node performance to optimize content delivery.
• Support production changes, maintenance windows, and software upgrades.
• Provide technical guidance and mentorship to L1 and L2 Support Engineers.
• Maintain and improve internal documentation, runbooks, and troubleshooting guides.
• Participate in post-incident reviews and continuous improvement initiatives.