Technical Support Engineer

Description

### **About Azion** We are a global technology company specializing in digital applications and security. Our platform helps businesses operate more agilely, reducing response time and increasing system reliability. At Azion, our purpose is to simplify application development and transform the future with cutting-edge technology. Here, you’ll have the opportunity to grow within an innovative environment alongside a high-performance team, tackling real-world challenges and building solutions that make a difference. ### **About the Role** We are looking for a dedicated Technical Support Engineer committed to delivering exceptional customer service and effectively resolving technical issues. You must possess strong technical communication skills, adaptability to new technologies, good time management, and resilience. If you’re passionate about technology and constantly seeking new challenges, join us to contribute—from initial analysis through ongoing support—in dynamic production environments! ### **Key Challenges** * Serve as the primary point of contact for mission-critical incidents, including service outages, CDN/WAF failures, and edge functionality degradations directly impacting customer operations; * Manage the entire support ticket lifecycle—from initial triage and diagnosis through escalation, resolution, and post-incident follow-up—with emphasis on accountability and transparency toward the customer; * Contribute to the knowledge base by creating runbooks, documenting known issues, and developing solution playbooks to improve overall team support quality; * Assist in preparing Incident Reports during service outages, collaborating with SRE and engineering teams; * Work closely with the engineering team to reproduce and fix bugs, linking customer-reported symptoms to root technical causes; * Leverage internal AI-powered tools and automation to optimize response time, identify patterns in recurring issues, and reduce manual effort; * Resolve complex and critical issues daily—including real-time traffic incidents, DDoS events, and edge configuration errors—with focus, agility, and structured thinking. ### **Minimum Requirements** * Proven experience in customer technical support and/or monitoring of critical production systems on a 24x7 basis; * Solid understanding of TCP/IP, DNS, HTTP/HTTPS, load balancers, and web server behavior (request/response headers, caching, and redirects); * Practical experience with security solutions such as WAF, reverse proxies (Nginx, HAProxy), DDoS mitigation, and TLS/SSL; * Knowledge of Linux operating systems in production environments; * Scripting skills in Bash, Python, and/or JavaScript for log analysis, automation, and troubleshooting; * Experience consuming and debugging REST APIs (Postman, curl, or equivalent tools); * Advanced or fluent English and Spanish—both written and spoken—for customer communication; * Availability for night shift rotations and weekend on-call duties (with predefined scheduling and applicable compensation). ### **Desirable Qualifications** * Experience with CDN platforms, edge functions, or serverless architectures (e.g., Azion, Cloudflare Workers, AWS Lambda@Edge, Fastly); * Familiarity with cloud environments (AWS, Azure, GCP) and infrastructure-as-code tools (Terraform or similar); * Experience analyzing support logs and metrics using SQL queries; * Knowledge of firewall rules, ACLs, and network security policies; * Experience using Regular Expressions for log parsing and rule creation; * Familiarity with ITIL practices or ISO 9001 quality standards; * Experience with workflow automation tools (e.g., N8N, Zapier, or similar). ### **Benefits & Azion Way of Life** * CLT employment contract; * Health and dental insurance; * Flexible VR and VA (Flash Card), including during vacation periods; * Commuter allowance (no payroll deduction); * Annual internal hackathons; * Mobility allowance (additional amount for commuting); * Freestyle (incentive for customizing your workstation); * Stock options (per company policy); * Birthday day off; * TotalPass; * Flexible working hours (truly flexible); * Nomad Program allowing remote work from anywhere for up to 30 days per year (per company policy); * Annual international exchange program. ### **FlexWork Model** We offer a FlexWork model prioritizing cultural integration and collaboration. For the first three months, you will work **on-site** at the local office—a crucial phase to build strong relationships and forge a genuine connection with our values and goals. We believe this initial immersion not only strengthens the team but also drives creativity and innovation. After this period, you may apply for the **hybrid** model, working on-site at least three times per week. This approach balances in-person interaction with autonomy, fostering a dynamic and productive workplace. At Azion, all applications are welcome, regardless of gender, sexual orientation, age, pregnancy, disability, ethnicity, skin color, country of origin, or religion. We believe an inclusive environment contributes to our success and that respect underpins all our relationships. Join our team! We’re excited to meet you and walk together toward success in technology!