About the job To be the focal point in providing high-quality 24/7 technical support to customers of CDN service, which is a large, distributed SaaS cloud offering in over 300 locations around the world.

Job Responsibilities Be the first point of contact for our customers with troubleshooting complex web and networking issues 24/7.

Work closely with cross-functional teams to coordinate problem resolution.

Manage the status of resolution for all support cases, ensuring issues are resolved accuratelyand in a timely manner.

Evaluate customer needs to suggest upgrades or additional features.

Record and maintain knowledge collected from each issue in a central location.

Other duties as required.