Customer Success Engineer

About Medianova

Medianova powers global experiences with high-performance CDN, Security (WAF/DDoS), Streaming, and cloud solutions across 22+ countries. With a dense edge footprint in EMEA and globally, we deliver low latency, high availability, and enterprise-grade security for leading brands—supported by 24/7 Network Operations Center, ISO 27001 practices, and GDPR-ready operations.

Customer Success Engineer

We're seeking customer-obsessed senior engineers to drive service adoption and reliability across our CDN & Security platform. You'll proactively prevent incidents, accelerate response/RCA, and automate runbooks & alerts (IaC/CI-CD mindset) to protect SLA/SLOs and outcomes.

Why this role matters

You'll sit at the intersection of customers and platform reliability—proactively preventing issues, accelerating incident response, and driving automation that improves availability, performance, and customer outcomes. (No people management; this is hands-on technical ownership.)

JOB DESCRIPTION

Join our team to ensure the stability, performance, and reliability of our real-time CDN & security platforms while providing top-notch support to enterprise customers. This is a hands-on, 24/7 operations role requiring both technical expertise and excellent communication.

What You’ll Do

Monitoring:

• Continuously track system metrics (CPU, memory, bandwidth, error rates, response times), detect anomalies, validate alerts, and take preventive actions before customers are affected.
• Improve monitoring visibility and alert quality over time.

Customer & Incident Support:

• Serve as the first technical point of contact for enterprise customers.
• Triage tickets and alerts, investigate issues using logs and traffic data, coordinate with internal teams, and guide customers through onboarding, configuration adjustments, troubleshooting, and performance optimization.
• Provide clear updates and ensure SLA adherence.

Continuous Improvement:

• Automate repetitive tasks, enhance monitoring and operational processes, contribute to documentation, and share feedback for overall reliability and efficiency improvements.

What We’re Looking For

• Bachelor’s in Computer Engineering, Information Systems, or related field.
• 2+ years Linux experience in production.
• Knowledge of CDN, DNS, caching, TCP/IP, TLS/SSL.
• Experience with monitoring/logging tools (PRTG, Grafana, Prometheus, Zabbix)
• Comfort working with logs and incident analysis tools (e.g., Kibana, ELK Stack, Fluentd).
• Bash/Python scripting for automation.
• Fluent in Turkish & English.
• Comfortable with 24/7 shift operations.
• Proactive, solution-oriented mindset.

Nice to Have: Nginx/HAProxy, WAF/DDoS, HTTP/HTTPS internals, large-scale systems, API troubleshooting.