Support Engineer

Position: Support Engineer 
Location: Remote (European Time Zone , Non-US)
Language: Fluent in English 

Key Responsibilities:

• Provide technical support to customers using Massive’s residential proxies for web scraping and data collection.
• Assist clients with proxy setup, troubleshooting, and optimizing their web scraping workflows using tools like Scrapy, Puppeteer, Playwright, and Selenium.
• Diagnose and resolve proxy-related issues, such as IP rotation, geo-targeting, rate-limiting, CAPTCHA solving, and request handling.
• Collaborate with product and engineering teams to provide feedback and improve the Massive proxy platform based on customer needs.
• Develop and maintain help articles, FAQ sections, and other resources to streamline the support process.
• Provide ongoing customer success and best practice advice to help clients scale their data collection efforts.
• Write technical blog posts to share best practices, tutorials, and troubleshooting guides for web scraping and proxy usage.
• Run tests for technical blog articles, ensuring the solutions and techniques shared are effective and up-to-date.

• Monitor client satisfaction and proactively follow up to ensure issues are resolved and clients maximize their usage.

   

Skills & Qualities:

• 2+ years of experience in web scraping and working with proxy networks.
• Strong understanding of web scraping tools (e.g., Scrapy, Puppeteer, Selenium, BeautifulSoup) and HTTP protocols.
• Problem-solving mindset with the ability to troubleshoot and resolve technical issues quickly.
• Excellent communication skills — able to explain complex technical concepts clearly and concisely.
• Customer-centric attitude, focused on delivering top-tier support and building long-term relationships.
• Self-motivated, proactive, and able to work independently in a remote environment.
• Experience writing technical blogs or knowledge base articles is a plus.
• Test execution skills, with a focus on ensuring content accuracy and relevance.
• Familiarity with residential proxies and experience in proxy-related roles is a plus.
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About Massive
At Massive, we provide a 100% ethically-sourced residential proxy network designed to scale your data collection with market-leading performance and pricing. Join us in helping clients across the globe unlock their web data potential!

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