Description
Ready to challenge yourself to dive deep and think big? Ookla, the company behind Speedtest and Downdetector, is a team of passionate individuals who have turned clever ideas into unique products and a thriving business. Globally, millions of tests are performed every day across the Speedtest ecosystem on the web, desktop and mobile apps, embedded in routers and deployed in thousands of servers. With all that usage comes countless ways to dissect and analyze our data, and plenty of exciting opportunities to optimize our monetization strategy. It also gives us the ability to help make the internet better, faster and more accessible for everyone. If you crave the chance to do your best work in a flexible work environment where we value individuality and fun as much as we value talent, we want to hear from you.
We are looking for an innovative, hands-on, customer-focused Technical Services Engineer to work directly with high value customers that are licensing our industry-leading Speedtest technology. As a Technical Services Engineer, you will need to be exceptionally flexible and have a demonstrated ability to solve a wide range of complex technical and business challenges.
The ideal candidate will possess an uncanny ability to multi-task and independently prioritize their time to maximize business and customer benefit. They will be able to interact effectively across a wide range of functional roles and problem spaces, and will possess tremendous attention to detail. They will be able to work in an extremely fast paced, highly ambiguous, rapidly evolving environment. The ideal candidate must be able to communicate effectively with technical and non technical people across multiple geographies, and be able to develop effective customer relationships.
If you consider yourself to be a strong technologist that is motived by opportunities to solve unique and challenging problems, if you have a strong desire to directly enable customer success, and if you want to work for a rapidly growing company that needs leaders instead of followers, this might be the place for you.
Expectations for Success

• Act as the primary resolution function for technical inquiries related to Ookla's Speedtest Server Network as well as Speedtest Custom and Downdetector enterprise products.
• Provide advanced technical support to a customer base that consists mostly of seasoned technical staff and engineers.
• Monitor server network performance around the world to identify and address trends and problems.
• Analyze test data to drive case resolution or help inform product of issues.
• Guide OoklaServer product development and manage deployment of new versions.
• Manage official Speedtest leased test servers.
• Partner with internal business and technical teams to drive resolution of customer issues.
• Champion and advocate for customer requirements within Ookla by being the customer's voice internally.
• Contribute to a team that is focused on providing superior support through better use of automation including custom code.
• Assist with pre/post sales engagements as a technical resource for our account managers.
• Think strategically about business, product, and technical challenges as you help our customers take advantage of Ookla's products.

Requirements

• 2-5 years of client facing technical support experience.
• Strong technical problem solving skills with a demonstrated ability to adapt to new technologies and learn quickly.
• Experience improving ticking handling processes, systems, or tools.
• Experience working with product teams to provide customer/user feedback and help define prioritization of issues.
• Exceptional customer focus and bias for action.
• Ability and desire to maintain a balance between case work and improving support processes.
• Self-motivated with a track record of resolving escalations involving multiple internal teams.
• Systems Administration experience, Linux preferred.
• Network Administration experience and strong knowledge of LAN/WAN topology.
• Understanding of common Networking Protocols (TCP/IP, DNS, HTTP, TLS, BGP).
• Familiarity with consumer broadband technology including RANs.
• Ability to perform basic SQL queries and data analysis.
• Self-starter who is excited and motivated to learn new technologies.
• Strong verbal and written communications skills, able to effectively communicate across all levels of internal and client organizations within diverse global markets.
• Bachelor's degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field. Equivalent experience may be substituted.
• Fluency in English is mandatory - Multi-lingual is desired

Benefits
People come first at Ookla. We offer competitive compensation, flexible schedules, transit passes, on- and off-site happy hours, team activities, lunch on Wednesdays and an office kitchen full of snacks. Our comprehensive benefits package includes 401(k) matching, unlimited paid vacation and sick time, ESPP options, health/dental insurance coverage and a stand-out parental leave. We make sure you have the best hardware, software and tools available for you to do your work, and we provide excellent flexibility for working remotely as time and responsibilities allow. Visit [our Built In Seattle page ] for even more information.