Customer Success Engineer

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.

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.

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.)

What you'll do

Proactive operations: Monitor CDN/Security stacks end-to-end; detect anomalies early and act to protect SLAs/SLOs.

First technical touch : Own the initial technical response for enterprise customers; triage, communicate, and resolve.

Incident & RCA: Diagnose CPU/Mem/IO/bandwidth/latency/5xx trends; run root-cause analyses and propose durable fixes.

Onboarding & configuration: Assist with DNS, caching rules, TLS/SSL, WAF policies, origin settings, and performance tuning.

Automation & runbooks: Create scripts (Bash/Python), alert rules, dashboards, and self-service runbooks to reduce toil/MTTR.

Health & reporting: Track health metrics, produce clear status updates/post-mortems, and support QBR/EBR inputs.

Cross-team delivery: Collaborate with Data, Infra, Datacenter, Product/Security to land safe and measurable improvements.

Must-haves

Bachelor's in CS or related. 2+ years with Linux in production.

Networking basics: TCP/IP, DNS, TLS/SSL. Monitoring/alerting (e.g., PRTG, Grafana, Prometheus, Zabbix).

Comfortable with logs and incident tooling (ELK/Kibana/Fluentd).

Scripting: Bash and at least one of Python/Go to automate routine tasks.

Strong communication in Turkish & English (spoken/written).

Willingness for shift work in a 24/7 environment.

Nice-to-haves

Familiarity with CDN architecture,caching layers, global delivery.

WAF/DDoS exposure; Nginx basics; API usage (REST).

Container/runtime familiarity (Docker) and cloud/object storage.

SRE concepts (SLOs, error budgets), ITIL incident/change.

Basic SQL for ad-hoc analysis; Git for change tracking.

Soft skills we value

Customer empathy + clarity: translate complex issues into clear actions/outcomes.

Ownership & bias to action: reduce noise, automate the fix, measure impact.

Structured thinking: prioritize, document, and close the loop.

Calm under pressure: steady comms during incidents.