Job Details

Senior Support Engineer (L3) at SOAX. Remote role focused on debugging complex infrastructure escalations for a proxy infrastructure company. Requires strong understanding of network protocols and SQL.

We're a proxy infrastructure company with a product customers genuinely love and depend on. Our system is a geo-distributed, high-load platform written in Go, handling HTTP/HTTPS/SOCKS5/TCP/UDP traffic across millions of nodes worldwide. Our customers rely on SOAX for performance, reliability, and control at scale. When something degrades, it’s not cosmetic — pipelines stall, latency spikes, revenue and SLAs are at risk. As we scale into more demanding mid-market and enterprise environments, escalation quality and technical rigor become a competitive advantage. We’re hiring this role to own complex infrastructure escalations and turn them into systems — so Product Engineering can stay focused on building, not firefighting. What you’ll do: • Debug issues end-to-end across HTTP(S) and SOCKS5 flows over TCP/UDP — including DNS resolution, TLS handshakes, and upstream throttling/response semantics • Investigate latency shifts, error mix changes, ASN/ISP anomalies, and provider-specific degradation • Query large-scale traffic data in ClickHouse — joins, p95/p99, segmentation, anomaly detection • Run incidents calmly: triage, timelines, clear updates, short postmortems • Proactively monitor strategic accounts and initiate incidents before degradation becomes churn • Turn recurring failure patterns into automation and actionable product/infrastructure improvements • Convert investigations into reusable runbooks, dashboards, and queries • Raise the standard of escalation quality across the team

You’ll enjoy this if: • You like untangling messy systems • You think in hypotheses and experiments • You prefer evidence over opinions • You get real satisfaction from automating repetitive work Technical bar: • Deep understanding of HTTP, HTTPS, and SOCKS5 proxy flows over TCP/UDP • Strong grasp of DNS resolution paths and TLS negotiation mechanics (SNI, ALPN, TLS versions) • Ability to reason about TCP behavior (timeouts, retransmissions) and HTTP connection semantics • Comfortable in Linux (tcpdump, curl, dig, mtr, openssl s_client) • Strong ClickHouse SQL on large traffic datasets • Experience running production incidents • Strong written and spoken English This role is not: • L1 chat support • Pre-sales • Feature development • Blind escalation to Product Engineering

• Four-day workweek and flexible hours: focus on outcomes, not time tracking. • Remote-first setup with 4 weeks of paid vacation and company-wide New Year/Christmas break. • Competitive compensation in GBP.