Technical Support Engineer | Frankfurt, Germany | Chinese Speaking | Full-time, Hybrid

About Novada Labs

Novada Labs is a fast-growing technology startup specializing in IP proxy services and web crawling solutions. We provide enterprise-grade infrastructure that enables businesses to gather web data efficiently and reliably.

Role Overview

We're seeking a Technical Support Engineer to serve as the frontline technical expert for our enterprise customers. You'll troubleshoot complex network and connectivity issues, assist with API integrations, and work cross-functionally to resolve customer challenges. This role requires a strong networking foundation, hands-on troubleshooting skills, and the ability to communicate technical concepts clearly to diverse audiences.

Key Responsibilities

Customer Technical Support

• Troubleshoot network connection problems including IP unavailability, port blocking, DNS resolution failures, authentication errors, and performance degradation

• Diagnose issues from both client-side and server-side perspectives using log analysis and packet capture tools

• Assist customers with proxy integration, API setup, and configuration optimization

System Monitoring & Issue Resolution

• Monitor system health, proxy pool availability, and service performance metrics

• Perform root cause analysis on recurring issues and document findings

• Use network diagnostic tools (ping, traceroute, curl, netstat, Wireshark) to investigate connectivity problems

Documentation & Knowledge Management

• Document common issues & solutions

• Develop step-by-step tutorials for proxy setup, API integration, and common use cases

Cross-Functional Collaboration

• Work closely with engineering team to report bugs, provide customer feedback, and assist with product improvements

• Collaborate with sales and account management teams on technical aspects of customer onboarding and renewals

• Contribute to support process improvements and automation initiatives

Requirements

Core Technical Skills

• Strong understanding of networking fundamentals: TCP/IP, DNS, HTTP/HTTPS, routing, and subnetting

• Deep knowledge of proxy protocols (SOCKS5, HTTP/HTTPS Proxy) and proxy architecture

• Proficiency with Linux and Windows operating systems, including command-line interface

• Hands-on experience with network diagnostic tools: ping, traceroute, curl, wget, netstat, tcpdump, Wireshark

• Experience with log analysis and troubleshooting using system logs, application logs, and access logs

• Basic scripting skills (Shell, Python, or PowerShell) for automation and testing

Experience & Background

• 1-3 years of experience in technical support, system administration, or similar technical role

• Experience supporting B2B customers or enterprise clients preferred

• Familiarity with proxy services, web scraping, data collection, or related technologies is a strong plus

• Understanding of proxy pool management, IP rotation mechanisms, and anonymity levels (transparent, anonymous, elite) is a strong plus

• Background in supporting SaaS platforms or API-based products is advantageous

Communication & Soft Skills

• Excellent problem-solving and analytical thinking abilities

• Strong written and verbal communication skills

• Detailed-oriented, with ability to work independently and prioritize multiple concurrent issues

• Comfortable working in fast-paced, dynamic startup environment

Languages

• Fluent in English and Chinese (written and spoken) is required

• German proficiency is a plus

Nice to Have

• Direct experience using proxy products for web scraping, data collection, e-commerce, affiliate marketing, or multi-accounting

• Experience with network security concepts: firewalls, iptables, access control lists

• Basic understanding of web technologies: HTML, JavaScript, REST APIs

What We Offer

• Competitive salary appropriate for your experience level

• Opportunity to work with cutting-edge proxy infrastructure and learn from experienced engineers

• Direct impact on customer success and product improvement

• Professional development opportunities and technical training

• Hybrid work setup with flexible remote arrangements

• Modern office in Frankfurt with collaborative team environment

• Dynamic, international team with startup culture

• Career growth potential as the company scales

Location

This is a hybrid position based in Frankfurt am Main, Germany. We offer flexible working arrangements with regular office presence required for team collaboration and fostering our startup culture.

How to Apply

Please send your CV and a brief cover letter to careers@novada.com. Include "Technical Support Engineer - [Your Name]" in the subject line.