Technical Support Engineer (Edge Network)
Company Description
Have you ever wondered why your favorite apps, social media content, and video games load in the blink of an eye? It's likely because of Gcore behind the scenes!
Join a team that collaborates with industry giants like Intel, Dell, NVIDIA, and Equinix to accelerate AI training, provide cutting-edge cloud services, and optimize content delivery. If you are passionate about transforming the internet and contributing to cutting-edge innovations, come join us at Gcore!
We are over 550 professionals and currently looking for a Technical Support Engineer.
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.)
Experience with CDN
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 from Monday to Friday from 9:00 to 18:00 local time, totalling 9 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.
Have you ever wondered why your favorite apps, social media content, and video games load in the blink of an eye? It's likely because of Gcore behind the scenes!
Join a team that collaborates with industry giants like Intel, Dell, NVIDIA, and Equinix to accelerate AI training, provide cutting-edge cloud services, and optimize content delivery. If you are passionate about transforming the internet and contributing to cutting-edge innovations, come join us at Gcore!
We are over 550 professionals and currently looking for a Technical Support Engineer.
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.)
Experience with CDN
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 from Monday to Friday from 9:00 to 18:00 local time, totalling 9 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.