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 that works 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.

Expectations for Success

• Responsible for the pre-sales, onboarding, and support for Speedtest Powered, Speedtest Host infrastructure, and Downdetector enterprise clients
• Resolve technical and product related questions, removing barriers in the sales process
• Personally troubleshoot customer-facing business and technical issues
• Partner with internal business and technical teams to ensure timely issue resolution when escalation is required
• Act as a primary interface between the sales, support, and product organizations
• Champion and advocate for customer requirements within Ookla (be the customer’s voice)
• Continually develop your own knowledge and application of new technologies to support and enable growth of our customers.
• Think strategically about business, product, and technical challenges as your team helps our customers take advantage of Ookla’s products

We are people first, employees second at Ookla, and we know there is no one perfect path to any job. If you’re excited about the work we’re doing and think you have a creative new approach, please apply whether or not your experience matches the job description. We strongly believe diversity of all kinds makes us better. We are an equal opportunity employer actively working to build an inclusive workforce at all levels of the company. [Read our latest diversity report here].

Requirements

• 2-5 years of technology-related support experience
• Strong technical problem solving skills with a demonstrated ability to adapt to new technologies and learn quickly
• Systems Administration experience (Linux or windows)
• Understanding of IP Networking (TCP/IP, IPSec, OpenVPN, DNS, HTTP, SSL/TLS, BGP, SMTP)
• Experience installing, configuring, and troubleshooting web servers (Apache, Nginx, IIS, etc)
• Experience directly interacting with technical customers via email, ticketing systems, or phone
• Network Administration and strong knowledge of internet topology
• Exceptional customer focus and bias for action
• Familiarity with internet, cellular and broadband technology and infrastructure a plus.
• Self-motivated with a track record of appropriate urgency and follow-through
• Ability to multi-task in a fast-paced environment
• Self-starter who is excited about technology
• Strong verbal and written communications skills, able to effectively communicate across all levels of internal and client organizations.
• Experience supporting the needs of an international customer base a plus
• Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field
• Bilingual Spanish speaking preferred

Benefits

Until this role turns full time, you will not be eligible to participate in our benefits package. However, you will still get to participate in company perks. We will also provide you with the best hardware and software.