Technical Support Engineer – Edge Network

• Handle customer and internal user requests via chat, email, and occasionally phone calls in English
• Provide consultations regarding Gcore products and services in Edge Network
• Conduct technical diagnostics to resolve issues
• Gather information about customer and user incidents
• Escalate issues to higher levels of technical support when needed
• Address complex technical issues and provide timely, effective solutions based on internal documentation
• Consider the impact of technical issues on customers' business operations
• Identify patterns and trends in technical issues
• Suggest improvements to prevent issue reoccurrences
• Share knowledge and expertise with other team members to enhance support capabilities

• 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
• Experience with SQL (nice to have)
• Ability to work two consecutive night shifts followed by two days off, from 19:00 to 07:00 local time

• 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*