About SOAX
SOAX builds trusted infrastructure for AI-ready web data at scale.
We help AI-driven B2B SaaS companies access reliable, compliant, real-time web data to power critical use cases — from LLM pipelines and agent automation to product intelligence and workflow automation.
Founded in 2020 and bootstrapped to product-market fit, SOAX is now backed by leading investors and trusted by hundreds of companies worldwide.
About the role
We are building a geo-distributed high-load proxy system that uses protocols such as HTTP/HTTPS/SOCKS5/TCP/UDP. 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.
This role is on the edge of product, engineering and customer support. You'll be responsible for troubleshooting customer issues, analyzing usage patterns to improve product adoption, and working closely with engineering and product teams to eliminate the root causes of technical and adoption problems.
This is an ideal position for someone who enjoys solving complex technical challenges while directly impacting customer experience.
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
- Monitor success rate, latency, and traffic patterns for strategic accounts; spot anomalies by geography, traffic source, and provider, and initiate incidents before they turn into churn and revenue loss.
- Proactively replace manual and repetitive work with automation, building reliable workflows in tools like n8n, Gumloop, Zapier, or similar.
- Convert investigations into reusable runbooks, dashboards, and queries
- Raise the standard of escalation quality across the team
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
- Self-motivated with ability to work independently and asynchronously
- Strong written and spoken English
Work Environment
- Four-day workweek and flexible hours: focus on outcomes, not time tracking
- Competitive compensation in GBP
- Remote-first setup with 4 weeks of paid vacation and company-wide New Year/Christmas break
- Paid professional courses and resources to deepen your technical and analytical skills
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