Technical Quality of Service Specialist | Junior

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

About Us

Nord Security is a global leader in internet privacy and security solutions and Lithuania’s second tech unicorn. Established in 2012, Nord Security now has more than 1400 employees and serves millions of users worldwide. Our team has a global mission to shape a more secure and peaceful online future for people everywhere. With that in mind, we built several advanced cybersecurity solutions: NordVPN, NordLayer, NordLocker, NordPass, NordProtect, NordStellar, and Saily.

NordVPN is the world’s most advanced VPN service provider, used by millions of internet users worldwide. NordVPN provides double VPN encryption and Onion Over VPN and guarantees privacy with zero tracking. One of the key features of the product is Threat Protection, which blocks malicious websites, malware, trackers, and ads. NordVPN is very user friendly, offers one of the best prices on the market, and has over 5,000 servers in 59 countries worldwide.

And we’re always looking to expand our team of:
• Future shapers
• Restless achievers
• Self-movers
• Honest communicators
• Team players

What We Offer

• Access to Nord Security products. We build solutions used by millions of users worldwide, and you’ll get to experience our products firsthand;
• Professional growth. Internal and external events, online training, conferences, books - everything you need to reach full potential;
• Health benefits. Private health insurance, online and on-site workouts, consultations to feel and be your best;
• Mental wellbeing. Access to mental health tools like Calm, Headspace, and Mindletic. Options for therapy to keep your emotional wellbeing in check;
• Team spirit. Team buildings and parties with games, shows, tastings, food coupons, gifts, and it’s on us;
• More free time. Stay with us and additional vacation days will be added to your calendar;
• Additional paid leave. Additional days are covered by us in cases of illness or special occasions;
• Flexibility. Flexible working time arrangement.

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