Technical Support Engineer (Edge Network)

Job Description

Your Responsibilities:

• Handle customer and internal user requests via chat, email, and occasionally phone calls in English.
• Provide consultations regarding our products and services in Edge Network.
• Conduct technical diagnostics to resolve issues, gather information about customer and user incidents, and escalate to higher levels of technical support if needed.
• Address complex technical issues and provide timely, effective solutions while considering the impact on customers' business operations, based on internal documentation.
• Identify patterns and trends in technical issues and suggest improvements to prevent reoccurrences, sharing knowledge and expertise with other team members to enhance overall support capabilities.

Qualifications

We Expect you to Have:

• 1+ year of Technical Support experience
• English level B2 or higher
• Good networking knowledge (TCP/IP, DNS, MAC address, ping, traceroute)
• Good understanding of hardware and software diagnostics (reading logs, etc.)
• Solid experience with CDN
• Solid hands-on experience with Linux and API
• Knowledge of monitoring tools such as Grafana, Kibana
• Good customer advocacy and soft skills
• Strong problem-solving abilities
• Quick learner, organized, and a team player
• Responsible, polite, and optimistic with strong communication skills
• Able to explain complex concepts clearly and simply
• Skilled at prioritizing tasks

Nice to have:

• Experience with SQL

Work Schedule:

• You will work two consecutive day shifts, followed by two days off.  
  The day shift runs from 08:00 to 20:00 local time, totalling 11 hours of work time, including a 1-hour break.

Additional Information

What We Offer:

We value our employees and offer a benefits package designed to support your health, well-being, and professional growth throughout your journey at Gcore:

• Competitive salary
• Flexible working hours
• Remote, hybrid, or office work options depending on your role
• Work from anywhere in the world for up to 45 days per year
• Private medical insurance for you and your family*
• 5 additional vacation days*
• Additional fully paid sick leave days*
• Allowance for significant life events and birthdays
• Language classes
• Modern office space with free snacks, drink and entertainment options*
• Team sports activities*

*Please be aware that this benefit may vary depending on your country.

About the Company

Gcore is an international cloud and edge leader in providing first-class web performance, content delivery, and security. Headquartered in Luxembourg, with offices around the world, the company provides its solutions to global leaders in numerous industries.

Millions of people worldwide use apps and play games based on our infrastructure and services: we are trusted by World of Tanks, Albion Online, Avast, Photon, Unity, Sandbox Interactive, and others.

Equal Opportunity Employer

We provide equal opportunity to all applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity, gender expression, national origin, disability, or any other legally protected characteristics.