FULL TIMEYerevan, Armenia · RemotePosted 7/2/2026remote
Support Engineer
By SOAX
Overview
SOAX is looking for a Support Engineer to help maintain reliable web access infrastructure for companies running data collection, automation, and high-volume web data workflows. This role focuses on technical troubleshooting, customer escalations, network and proxy-related issue analysis, incident handling, evidence-based investigation, and turning recurring issues into structured processes, runbooks, dashboards, and product improvements.
Responsibilities
- Handle technical support cases and infrastructure-related escalations.
- Investigate issues across HTTP, HTTPS, SOCKS5, TCP/UDP, DNS, and TLS flows.
- Analyze latency changes, connection problems, error patterns, and service degradation.
- Work with traffic data and logs to identify root causes.
- Use tools such as Linux CLI, curl, dig, mtr, tcpdump, and browser/network diagnostics.
- Query and analyze large-scale traffic data when needed.
- Triage incidents, prepare timelines, provide clear updates, and support postmortems.
- Distinguish whether an issue is caused by the SOAX platform, the client setup, or the target environment.
- Escalate issues to Product Engineering with reproducible steps and supporting evidence.
- Protect engineering teams from unclear or low-quality escalations.
- Create reusable runbooks, dashboards, queries, and troubleshooting workflows.
- Identify recurring failure patterns and support automation or process improvements.
- Communicate complex technical issues clearly in written and spoken English.
Requirements
- Experience in technical support, infrastructure support, L2/L3 support, network support, or similar technical roles.
- Strong understanding of HTTP, HTTPS, SOCKS5, TCP/UDP, DNS, and TLS basics.
- Comfortable working with Linux troubleshooting tools.
- Ability to investigate technical issues using evidence, logs, metrics, and structured analysis.
- Experience with SQL or traffic data analysis is a strong plus.
- ClickHouse experience is a strong advantage.
- Experience with incident management, triage, and postmortems is preferred.
- Ability to explain complex technical problems clearly and professionally.
- Strong written and spoken English.
- Analytical mindset and attention to detail.
- Ability to work independently in a remote-first environment.
- Interest in proxy infrastructure, web data, scraping infrastructure, automation, or data collection platforms is a plus.
Skills
TechnicalSupportInfrastructureL2L3CustomerEscalationsIncidentManagementHTTPHTTPSSOCKS5TCP/IPTCP/UDPDNSTLSLinuxcurldigmtrtcpdumpNetworkTroubleshootingProxyWebDataCollectionTrafficAnalysisLogSQLClickHouseRootCauseRunbooksDashboardsAutomationPostmortemsEnglishCommunicationProblemSolvingRemoteWork
SOAX
SOAX was founded in 2020 and has grown into a data collection platform for businesses that need reliable access to public web data. The company offers distributed proxy infrastructure across 195+ locations, supported by tools for web scraping, data extraction, SERP monitoring, ecommerce data collection, market research, and AI-related data workflows. SOAX focuses on performance, ethical data access, automation, and reducing the engineering burden for teams building products that depend on public web information.
SOAX was founded in 2020 and has grown into a data collection platform for businesses that need reliable access to public web data. The company offers distributed proxy infrastructure across 195+ locations, supported by tools for web scraping, data extraction, SERP monitoring, ecommerce data collection, market research, and AI-related data workflows. SOAX focuses on performance, ethical data access, automation, and reducing the engineering burden for teams building products that depend on public web information.