About Us

NS1’s mission is to unlock the potential of DNS to deliver the tech that powers our customers and the world. We are the market leader in DNS and traffic management software and services, and our customers include the biggest properties and largest enterprises on the internet, such as Salesforce, LinkedIn, Squarespace, Pandora, Imgur, Yelp, Dropbox, and many more. Our modern DNS technologies enable optimized application delivery, couple via our APIs into the tooling and processes of today’s DevOps organizations, and deliver reliability and performance at global scale. We operate a worldwide, highly tuned Managed DNS network, and 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

NS1’s 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 Support Team Lead we’re looking for an individual who has experience leading a team that masters the art of efficient problem solving and leaves scores of satisfied customers in its wake.

As a candidate, you have a knack for refining processes and are driven to build something better in each scenario you step into. You have a strong belief in the potential of your team members and are committed to helping your team grow, develop, and challenge themselves in their careers. You are comfortable delivering constructive feedback and you enable continuous improvement as you lead, coach and mentor each team member. You internalize and 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 and guide the broader team toward reaching its performance objectives.
• Implement and iterate on support best practices. Closely monitor ticket response quality and initiate constructive feedback conversations with support engineers.
• Engage with NS1’s customers. Identify what success means for the customer and help drive toward a satisfactory resolution.
• Coordinate with Product and Engineering on customer issues and feature requests that require escalation. Ensure priorities, timelines and 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, and 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 and written communication skills
• Strong analytical and 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 and other command line tools
• Previous exposure to Linux

Our technology stack at NS1, and the many systems you’ll have an opportunity to work with here:

• Our globally distributed platform is comprised of many subsystems including:
• Custom built DNS platform that’s deployed on physical hardware
• Anycasted edge network that spans nearly 30 facilities globally
• REST API and Client Portal
• Deployment automation, CI/CD, unit/integration testing
• Monitoring, metrics collection and alerting
• Traffic load balancing, filtering, and DDoS mitigation tools
• Distributed messaging, persistent DB and caching systems
• Other technologies and 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, and libraries, various Open Source projects including REST API clients and integrations

Working @ NS1

We’re a fast-growing, well-funded startup based in the heart of New York City’s Financial District with offices and team members around the world. Working at NS1, you’ll come to understand our team is unique, both in and out of the workplace. We have PhDs, musicians, artists, and athletes working side by side, dedicated to delivering first class products. We’re 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 and honest communication and we continuously strive to foster a culture of transparency, flexibility, and creativity. We offer competitive compensation (salary and stock options), flexible hours, English as a second language (ESL) courses and unlimited paid time off.

NS1 is an equal opportunity employer.