Technical Support Engineer (Edge Cloud)

Company Description

The world’s digital experiences run on something invisible: the infrastructure and software that keep them fast reliable and secure. At Gcore you’ll help design and deliver that foundation for an AI-driven world.

We’re a global provider of infrastructure and software solutions for AI cloud network and security powering everything from real-time communication and streaming to enterprise AI and secure web applications. With 210+ edge locations 50+ cloud regions and thousands of GPUs your work here can reach users and businesses across the globe.

You’ll collaborate with leading technology partners such as Intel NVIDIA Dell and Equinix and work on platforms that power digital products used around the world. Our vision is simple: to connect the world to AI anywhere anytime.

Want to work on technology that goes beyond a single product or industry? Join a global team of 550+ professionals building infrastructure and software that supports the entire digital ecosystem.

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 Cloud.

• 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:

• 2+ 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 theoretical and hands on experience with Linux (Ubuntu or CentOS)

• Solid hands-on experience with API

• Understand on what OpenStack is and experience with it or with other opensource Cloud infrastructure software

• Knowledge of monitoring tools such as Grafana

• 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

• Familiar with ITIL best practises and know how to work and solve incidents

Nice to have:

• Experience with SQL

Work Schedule:

• You will work two consecutive night shifts followed by two days off.

• The night shift runs from 19:00 – 07:00 local time totalling 12 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. To find out more about Gcore please check out our product website LinkedIn page and Instagram account. Let’s transform the Internet together! 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.