Technical Quality of Service Specialist | Junior

Full Time

hybrid

Infrastructure

Vilnius / Kaunas

The Infrastructure department is responsible for influencing and tracking change, providing frontline support, and delivering software-defined solutions.

Our QoS - Quality of Service team is responsible for ensuring that clients experience the best VPN service possible. The team has Technical Specialists, Data Analysts to measure the main important metrics and Project managers to lead changes to improve the service.

Main Responsibilities

Help users access websites by investigating and resolving content blocking issues when using NordVPN;
Troubleshoot technical problems using browser tools and network analysis - you'll learn to read HAR files, check DNS settings, and identify what's causing issues;
Monitor alerts and metrics to catch and fix accessibility problems before they impact many users;
Work with different teams (engineering, infrastructure, content admins) to find solutions and improve VPN service quality;
Document your findings and create clear reports so others can learn from the issues you've solved;
Contribute ideas for automation and process improvements to make the team more efficient.

You'll start with guided tasks and build up to handling complex issues independently. Training and team support provided.

Core Requirements

Understanding of networking fundamentals (DNS, HTTP, proxies, IP addressing) or strong willingness to learn;
Problem-solving mindset with persistence and methodical approach to troubleshooting - comfortable using browser developer tools and technical analysis tools;
Curiosity and self-motivation with keen attention to detail, eagerness to learn, and a "can-do" attitude;
Strong sense of responsibility toward end users and commitment to resolving issues thoroughly;
Effective communication and collaboration skills - able to present findings clearly, ask for help when needed, and work well in cross-functional teams;
Team-spirited and proactive, comfortable working in a fast-paced environment.

Nice to Have

Experience with Tableau, Looker, or similar data visualization tools;
Familiarity with network analysis tools (Proxyman, mitmproxy, FoxyProxy);
Understanding of web technologies and content delivery;
Experience working in a cross-functional team.

What Makes an Ideal QoS Specialist?

Someone who enjoys detective work - analyzing HAR files, comparing network behavior, guessing problematic zones, and systematically working through troubleshooting checklists until they find the solution. They should be comfortable with technical complexity but also know when to leverage team knowledge, documentation, and AI tools to solve problems faster.

Salary Range

Monthly gross salary from 1500 - 2300 EUR

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Infrastructure

Vilnius / Kaunas

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