Open to new roles
Senior Technical Support Engineer

Shen
Sabo

15+ years of hands-on technical work. Started in web hosting and CDN. Deep in the infrastructure from day one. Still there.

Get in touch See the work
15+
Years technical work
QA
Training & frameworks
95%
SLA compliance
P1
High priority incident mgmt
01

About

I started in web hosting at Media Temple and moved into CDN at Edgecast. That was 15 years ago. I have been deep in the technical work ever since.

My diagnostic approach is layered. I isolate failures from the application and HTTP layer down through CDN caching, DNS resolution, and transit provider routing. I use cURL, dig, MTR, traceroute, and openssl daily. I connect directly to edge servers via SSH to inspect cache state, server logs, and process health. I have caught issues that standard purges and surface-level checks would never surface.

I have worked high-priority incidents with executive authority. Coordinated internal teams, published real-time status updates, written detailed RCAs. I have led P1s end to end more times than I can count.

I am a teacher. I have been one my whole career. In technical roles that means I build the runbooks, train the new engineers, and document what I know so the team gets better. I have done that everywhere I have worked.

Enterprise clients I have supported at scale include Disney, PayPal, FIFA, Twitter, and Verizon. High-traffic, strict uptime requirements, no room for error.

Currently consulting for an early-stage AI startup called NoQis. Building their technical ops infrastructure from scratch. Doing the job search in parallel.

Location San Marcos, CA
Currently Consulting @ NoQis + Active job search
Target roles Senior Technical Support Engineer, Senior Support Engineer, NOC Team Lead, Lead Support Engineer
Email shen.sabo1@gmail.com
LinkedIn linkedin.com/in/shen-sabo
02

What I've built

95%
SLA compliance, consistently
Maintained 95% SLA compliance across Edgecast, Verizon Media, Yahoo, and Edgio. In 24/7 environments with enterprise clients who had no tolerance for downtime.
P1
High-priority incident command
Led all high-priority incidents at Media Temple with executive authority. Coordinated internal teams, published real-time public status updates, and authored detailed RCAs with actionable improvement plans.
QA
Frameworks built from scratch
Built QA frameworks, support playbooks, and escalation runbooks at Media Temple that became the operational foundation for the entire support organization.
SSH
Edge server diagnostics
Connected directly to edge servers to inspect cache state, server logs, and process health. Identified stale content pinned to individual nodes that standard purges would not surface.
AI
LLM tooling for technical workflows
Introduced prompt engineering and LLM integration at Edgio for log summarization and RCA drafting. This was a game changer. It reduced MTTR and improved documentation accuracy.
15+
Years in the infrastructure
Started first-line in web hosting. Moved into CDN. Worked through acquisitions, platform consolidations, and enterprise environments at scale. Never left the technical work behind.
03

Experience

NoQis Jul 2025 – Present
Independent Consultant

Early-stage AI startup. No existing technical infrastructure. Building everything from scratch.

  • Designing AI-assisted logging and monitoring pipelines using prompt engineering and LLM tool integration
  • Building escalation runbooks, SLA frameworks, and knowledge base structure
  • Developing onboarding programs for technical staff ahead of team growth
Edgio Jun 2022 – Jan 2025
Production Engineering Ops I — Assistant Manager

Primary technical escalation point for enterprise CDN and SaaS issues. Diagnosed failures across DNS, SSL/TLS, HTTP, and caching layers daily alongside managing a team of 18 to 24 engineers.

  • Diagnosed failures using Grafana, Kibana, cURL, dig, MTR, and traceroute daily
  • Resolved TLS/SSL issues including certificate mismatches, CA chain failures, and pinned cert problems
  • Connected directly to edge servers via SSH to diagnose node-level cache state, error logs, and process health
  • Introduced LLM tooling for log summarization and RCA drafting. This was a game changer. It reduced MTTR and improved documentation accuracy.
  • Led consolidation of three CDN and SaaS platform teams post-merger — learned each platform hands-on
Yahoo Jul 2018 – Jun 2022
Associate Production Engineering Ops — Lead

Senior escalation point for complex DNS, SSL/TLS, HTTP, and CDN issues across a team of 7 to 10 NOC engineers. Worked tickets daily alongside the team.

  • Debugged customer problems using a layered diagnostic approach — application and HTTP layer down through CDN caching, DNS resolution, and transit provider routing
  • Used cURL, dig, MTR, and traceroute for systematic isolation of failures
  • Reduced ticket backlog by 25% through escalation workflow redesign and proactive queue management
  • Authored and maintained technical documentation on SSL/TLS configuration, DNS troubleshooting, and CDN deployment
Verizon Media Jul 2014 – Jul 2018
NOC Support Engineer — Lead

Supported high-traffic enterprise clients including Disney, PayPal, FIFA, Twitter, and Verizon with strict uptime requirements. Promoted to team lead following the Edgecast acquisition.

  • Diagnosed and resolved TLS handshake failures, cert chain issues, and certificate mismatches using cURL and openssl
  • Monitored global CDN infrastructure via Grafana and Kibana for anomalies, DDoS activity, and performance degradation
  • Read and modified CDN configurations directly — rules engines, header manipulation, and edge logic across multi-tenant environments
  • Used Bash for log parsing and operational diagnostics
  • Maintained 95% SLA compliance. Published real-time status updates during major incidents.
Edgecast May 2013 – Jul 2014
NOC Support Engineer

First-line 24/7 NOC support. Isolated CDN, DNS, and network-layer issues using cURL, dig, MTR, and traceroute. Identified transit provider failures through systematic layered diagnostics.

  • Monitored global server networks for DDoS activity, stability, and performance
  • Proactively opened cases for enterprise clients on custom alert thresholds
  • Escalated systemic issues to engineering with full documentation
Media Temple 2009 – 2013
Incident Manager / Customer Support Team Lead

Led all high-priority incidents with executive authority. Built QA frameworks, support playbooks, and escalation runbooks that became the operational foundation for the support organization.

  • Coordinated internal teams, published real-time public status updates, and authored detailed RCAs
  • Built training programs and knowledge base articles that improved team ramp-up time and SLA consistency
  • Managed Tier 1 support team through regular one-on-ones, team meetings, and hands-on coaching
04

Skills

Platforms & Protocols
CDN SaaS Web Hosting DNS HTTP/HTTPS SSL/TLS TCP/IP SSH DDoS Mitigation Load Balancing Linux Mac Windows
Diagnostic Tools
cURL dig MTR traceroute openssl Bash scripting Packet capture TCP-layer analysis Log parsing Anomaly detection
Monitoring & Observability
Grafana Kibana Traffic pattern analysis ServiceNow Jira Confluence Salesforce Slack Microsoft Teams Plesk MySQL
Methodologies
ITIL Incident Management RCA Change Management SLA Management MTTR Reduction QA Development CDN Configuration Edge Logic Header Manipulation VCL / Varnish (basic)
AI & Automation
Prompt Engineering LLM Tool Integration AIOps AI-Assisted Log Analysis AI Workflow Automation AI-Driven Documentation Process Automation
05

AI in the work

This is not a side interest. I have been applying AI to technical workflows in production environments. At Edgio, I introduced prompt engineering and LLM integration for log summarization, RCA drafting, and documentation. This was a game changer. It reduced MTTR and improved documentation accuracy.

At NoQis, I am designing AI-assisted logging and monitoring pipelines from scratch. Surfacing anomalies, accelerating root cause analysis, reducing cognitive load on a lean team. The diagnostic value here is real and it is only getting better.

I work directly with Claude, ChatGPT, Gemini, Grok, and DeepSeek for practical technical applications. Diagnostic workflows, log analysis, documentation. Not as a novelty. As tools.

Language Models
Claude
ChatGPT
Gemini
Grok
DeepSeek
Image Generation
Midjourney
Stable Diffusion
AI Tools
Lovable
Jasper AI
06

How I operate

⚡
Top of the board
I show up and do the work. Every technical role I have held I have been a top performer. Not by talking about it. But by doing it.
◎
The go-to
Hard escalations tend to find me. Edge cases, complex failures, the tickets that need real attention. I become a resource for the team and I stay one.
↗
Still a teacher
I am a teacher. Always have been. In technical roles that means I document, I train, I bring people up. When I am on a team the people around me get better.

Let's talk.
I'm available.

Currently consulting part-time and looking for the right full-time role. If you need a senior technical resource who can jump right in and hit the ground running, I'm interested in the conversation.

Email shen.sabo1@gmail.com Phone (619) 851-2078 LinkedIn linkedin.com/in/shen-sabo