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NS1 is intelligent DNS & traffic mgmt platform.
Engineering, Full Time    New York    Posted: Wednesday, December 19, 2018
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About Us

NS1s mission is to unlock the potential of DNS to deliver the tech that powers our customers & the world. We are the market leader in DNS & traffic management software & services, & our customers include the biggest properties & largest enterprises on the internet, such as Salesforce, LinkedIn, Squarespace, Pandora, Imgur, Yelp, Dropbox, & many more. Our modern DNS technologies enable optimized application delivery, couple via our APIs into the tooling & processes of todays DevOps organizations, & deliver reliability & performance at global scale. We operate a worldwide, highly tuned Managed DNS network, & also deliver our technologies to customers as single-tenant software deployments. We solve incredibly challenging problems on behalf of our customers, in the most mission critical parts of their stack.

The Role

NS1s Customer Success Engineers (CSEs) are the go-to resource for some of the most impactful properties on the internet as they leverage our powerful platform to solve complex application delivery challenges. In our search for a CSE Manager, were looking for an individual who has experience leading a team that masters the art of efficient problem solving & leaves scores of satisfied customers in its wake.

As a candidate, you have a knack for refining processes & are driven to build something better in each scenario you step into. You have a strong belief in the potential of your team members & are committed to helping your team grow, develop, & challenge themselves in their careers. You are comfortable delivering constructive feedback & you enable continuous improvement as you lead, coach & mentor each team member. You internalize & translate the needs of customers into your daily activities as you lead your team.

Your primary responsibilities will include:

  • Directly manage the team of Customer Success Engineers as well as the on-call schedule. Help each team member build upon their existing skillset & guide the broader team toward reaching its performance objectives.
  • Implement & iterate on support best practices. Closely monitor ticket response quality & initiate constructive feedback conversations with support engineers.
  • Engage with NS1s customers. Identify what success means for the customer & help drive toward a satisfactory resolution.
  • Coordinate with Product & Engineering on customer issues & feature requests that require escalation. Ensure priorities, timelines & expectations are aligned across all teams.
  • Partner with the Director of Customer Success on developing career trajectories for CS Engineers.
  • Identify trigger points for executing on additional hires. Work with internal recruiting team to attract, interview, hire, & onboard new CS Engineers.
  • Occasional contribution to the on-call rotation.

Your Skills:

  • Currently managing a team of technical support engineers with an on-call rotation
  • Demonstrated experience mentoring individuals on a team.
  • Current or prior experience contributing to an on-call support rotation
  • Excellent verbal & written communication skills
  • Strong analytical & problem-solving skills
  • Experience working with Zendesk or similar support ticketing system
  • Experience administering VictorOps or similar on-call service

Nice to have:

  • Familiarity with DNS protocol
  • Experience with scripting, programming, or SQL
  • Comfortable with Bash & other command line tools
  • Previous exposure to Linux

Our technology stack at NS1, & the many systems youll have an opportunity to work with here:

  • Our globally distributed platform is comprised of many subsystems including:
    • Custom built DNS platform thats deployed on physical hardware
    • Anycasted edge network that spans nearly 30 facilities globally
    • REST API & Client Portal
    • Deployment automation, CI/CD, unit/integration testing
    • Monitoring, metrics collection & alerting
    • Traffic load balancing, filtering, & DDoS mitigation tools
    • Distributed messaging, persistent DB & caching systems
  • Other technologies & integrations include:
    • Linux, Ansible, Docker & other container platforms
    • BGP, BPF, SDN, packet analysis
    • MongoDB, Redis, RabbitMQ, PostgreSQL
    • Go, Python, Bash, C, C++14, React, Redux, D3
    • OpenTSDB, ELK, Grafana
    • Integrations with third party SaaS, APIs, & libraries, various Open Source projects including REST API clients & integrations

Working @ NS1

Were a fast-growing, well-funded startup based in the heart of New York Citys Financial District with offices & team members around the world. Working at NS1, youll come to understand our team is unique, both in & out of the workplace. We have PhDs, musicians, artists, & athletes working side by side, dedicated to delivering first class products. Were hardworking, but we're also a compassionate group. We understand that outside of NS1 is a world that places demands on our time. Our leadership team is dedicated to open & honest communication & we continuously strive to foster a culture of transparency, flexibility, & creativity. We offer competitive compensation (salary & stock options), flexible hours, English as a second language (ESL) courses & unlimited paid time off.

NS1 is an equal opportunity employer.

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