Customer Support Engineer

MainStreaming

. Provide advanced technical support to customers .

Posted 11/9/2026full-timeMilan • ItalyMid-LevelSenior💰 €28,000 - €33,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced technical support capabilities with a strong focus on network and video streaming technologies, ensuring effective troubleshooting and resolution of customer incidents. Proficient in conducting root cause analysis and implementing solutions while maintaining excellent communication with enterprise customers.

Highest-signal resume keywords

B2B SaaS Customer SupportCDN TechnologiesTroubleshooting DNS, SSL/TLS, HTTPNetwork Connectivity IssuesCommand-Line Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot Cause AnalysisNetwork InfrastructureVideo Streaming ProtocolsScripting LanguagesBGP RoutingOSI ModelProcess ImprovementIncident ManagementKnowledge Base Maintenance

Soft Skills

Problem-SolvingCommunicationInterpersonal Skills

Tools & Technologies

CurlDigTracerouteOpensslGitWiresharkTcpdump

Industry Keywords

Technical SupportCustomer Incidents24/7 On-Call RotationNetwork/Video Streaming TechnologiesEnterprise Customers

Tech Stack

Tools & technologies

DNSPython

About the role

Key responsibilities & impact

Provide advanced technical support to customers
Troubleshoot and resolve issues related to the CDN platform
Manage and resolve customer incidents with timely communication and resolution
Identify and analyze recurring issues to prevent future occurrences
Conduct in-depth root cause analysis
Help implement effective solutions
Monitor services, infrastructure and alarms
Contribute to and maintain an accurate knowledge base
Participate in a 24/7 on-call rotation for off-hours support
Identify process improvement opportunities and streamline workflows
Work closely with other teams on critical incidents and solutions

Requirements

What you’ll need

4+ years of experience in B2B SaaS Customer Support or Operations
Strong focus on network/video streaming technologies and Enterprise customers
Fundamental understanding of how the Internet works (OSI Model)
Experience troubleshooting DNS, SSL/TLS, HTTP and streaming protocols
Experience troubleshooting network connectivity issues and BGP routing
Experience with command-line tools including curl, dig, traceroute, openssl and git
Strong technical knowledge of CDN technologies, video streaming protocols and network infrastructure
Experience with scripting languages such as Python and Bash is a plus
Experience with network tools such as Wireshark and tcpdump is a plus
Excellent problem-solving and troubleshooting skills
Strong communication and interpersonal skills
Ability and willingness to work occasional weekends, holidays, after hours and shifts
Fluent proficiency in English is mandatory
Italian proficiency is preferred; other languages are a plus

Benefits

Comp & perks

Flexible working hours
Breakfast, lunch and snacks in our office
Access to E-Learning platform
A growth path aimed at improving your professionalism
Young, dynamic and entrepreneurial environment
Innovative technology and service environment
24/7 on-call rotation compensation is not specified