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- Tasks: Lead and mentor a global support team, solving complex technical challenges.
- Company: Join bunny.net, a vibrant company shaping the future of the internet with a fun culture.
- Benefits: Enjoy remote work, competitive salary, 25 days paid vacation, and wellness support.
- Why this job: Tackle high-impact problems while collaborating across teams in a supportive environment.
- Qualifications: 5+ years experience in CDN support, strong Linux and scripting skills required.
- Other info: Flexible working hours and a focus on personal development through educational budgets.
The predicted salary is between 48000 - 84000 £ per year.
bunny.net is where individual imaginations gather together to solve next-generation internet challenges. Join a team of experts and, together, help shape the future of the internet. Here, you'll do more than join something - you'll add something. We're not just saying that - our culture really hops. Our values enable our fluffle to grow stronger with each new team member: we do our best work when we're curious, take initiative, and chase ideas that feel just a little bit impossible. We obsess over our customers, aim higher every day, and always collaborate with a sense of fun, ownership, and care.
All roles at bunny.net are fully remote - work from wherever you hop best.
As a Principal Support Engineer, you'll be the most senior technical authority in our global support team - guiding, mentoring, and solving the toughest challenges our customers face. You'll combine deep CDN expertise with a passion for helping people deliver exceptional support that sets bunny.net apart. You'll support the operations of one of the fastest global networks - with a 150 Tbps+ capacity and 119+ edge locations - and contribute to a team known for its dedication to customer satisfaction (just check out our 1100+ 5-star reviews). This role works cross-functionally with Engineering, Product, Marketing, and Sales to ensure customer needs are met. While not handling general support tickets day to day, you'll act as a technical escalation point for complex issues and a mentor to the wider support team. Every case is different - this role is perfect if you enjoy tackling tough, high-impact problems and want to shape how we support customers at scale.
Working hours: UTC 4 a.m. to 12 p.m. every day as a fixed shift (ideally, this would be daytime in your time zone, but if you like working nights, we are good with that too).
What will you do?
- Act as the most senior technical authority within our global support team.
- Mentor and provide guidance to junior and mid-level support engineers.
- Develop and maintain technical documentation, troubleshooting guides, and knowledge bases for the support team and customers.
- Troubleshoot and resolve the most complex issues related to Bunny services, including network configuration, performance, and security.
- Collaborate cross-functionally to address challenges and ensure smooth service delivery.
- Implement solutions to improve support performance, reliability, and overall customer satisfaction.
- Stay current with CDN industry trends and recommend product improvements based on emerging technologies.
What will you add?
- Relevant role experience: 5 years of experience overall, with at least 2 years in a CDN level III support role.
- Technical expertise: Strong experience with Linux server administration (network namespaces, process management, systemd, permissions), scripting (PHP, Bash, Python, JS), and debugging.
- CDN architectures and caching logic knowledge: You are comfortable using curl, mtr, traceroute, dig, ping, and GeoIP tools for CDN-related issues.
- Hosting: Familiarity with Nginx and similar hosting environments.
- Hands-on experience diagnosing DNS resolution issues, SSL configurations, CORS errors, and cache inconsistencies.
- API fluency: Experience with REST APIs, authentication, and tools like Postman and httpie.
- Debugging: Ability to debug playback issues, video startup failures, and stream delivery bottlenecks.
- Collaboration skills: Ability to work cross-functionally with Product, Engineering, Sales, and Marketing to address client feedback, PoCs, and enterprise support.
- Problem solving: Experience in error log debugging, server analysis, and appropriate escalation pipelines.
- Mentorship: Strong experience mentoring colleagues and providing training/documentation to improve team performance and knowledge sharing.
- Development of internal tools: to streamline support diagnostics, including Grafana dashboards.
- Communication: Strong written and verbal skills to explain technical concepts clearly.
- Customer focus: A passion for helping people, while delivering excellent customer support in fluent or near-native English.
What will make us extra happy?
- Edge computing experience: Working knowledge of Docker, libSQL, and runtime environments for edge functions (Deno).
- WAF knowledge: Familiarity with Web Application Firewalls (WAF) and experience configuring and troubleshooting security-related issues.
- Storage knowledge: Understanding of storage technologies and their integration with CDN services (e.g., object storage, file systems, storage performance optimization).
- Experience with WordPress: Good understanding of SEO ranking and WordPress integrations.
What is in it for you?
- A competitive salary: You can expect above-average industry salaries.
- Paid Time Off: Love visiting the seaside? No problem - us, too. We offer 25 days of paid vacation (plus your local public holidays on top).
- Parental Leave: Bonding with the little ones is super important, so we offer parental leave and flexible scheduling to ease your way into parenthood.
- Home Office Budget: We believe everyone is more efficient working in a comfortable office, and we're happy to help you set it up with an annual budget of €500.
- Paid Sick Leave: Feeling ill? Take time off and get back to 100% without worrying about your finances.
- Mental Health Support: Feeling down? We've got your back. bunny.net provides mental health resources and help via BetterHelp.com.
- Wellness Budget: An annual well-being fund of €480 is here to help you stay fresh and focused.
- Educational Budget: Dedicated yearly learning and educational budget of €500 for books, seminars, and online courses.
We're ready if you are!
Principal Support Engineer (London) employer: bunny.net
Contact Detail:
bunny.net Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Support Engineer (London)
✨Tip Number 1
Familiarise yourself with the latest trends in CDN technology and edge computing. This knowledge will not only help you during interviews but also demonstrate your passion for the field, which is something we value highly at bunny.net.
✨Tip Number 2
Engage with the bunny.net community on social media or forums. By participating in discussions, you can showcase your expertise and enthusiasm, making you a more memorable candidate when we review applications.
✨Tip Number 3
Prepare to discuss specific examples of how you've mentored others in previous roles. We love candidates who can demonstrate their leadership skills and ability to elevate team performance, so have those stories ready!
✨Tip Number 4
Brush up on your problem-solving techniques, especially related to complex technical issues. Being able to articulate your thought process and approach to troubleshooting will set you apart as a strong candidate for the Principal Support Engineer role.
We think you need these skills to ace Principal Support Engineer (London)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in CDN support roles and technical expertise. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer support and your problem-solving skills. Mention specific examples of how you've tackled complex issues in previous roles.
Showcase Technical Skills: In your application, clearly outline your technical skills related to Linux server administration, scripting, and debugging. Provide examples of how you've used these skills to improve support performance.
Highlight Mentorship Experience: Since the role involves mentoring, include any relevant experience where you've guided or trained others. This will show your ability to lead and develop a team effectively.
How to prepare for a job interview at bunny.net
✨Showcase Your Technical Expertise
As a Principal Support Engineer, you'll need to demonstrate your deep understanding of CDN technologies and Linux server administration. Be prepared to discuss specific challenges you've faced in previous roles and how you resolved them, using relevant tools and techniques.
✨Emphasise Mentorship Experience
Since mentoring junior engineers is a key part of this role, share examples of how you've guided others in the past. Highlight any training sessions you've conducted or documentation you've created that helped improve team performance.
✨Demonstrate Problem-Solving Skills
Prepare to discuss complex issues you've tackled, particularly those related to network configuration, performance, and security. Use the STAR method (Situation, Task, Action, Result) to structure your answers and clearly illustrate your problem-solving process.
✨Exhibit Strong Communication Skills
Effective communication is crucial for this role, especially when collaborating with cross-functional teams. Practice explaining technical concepts in simple terms, as you'll need to convey complex ideas to non-technical stakeholders during the interview.
