Technical Support Engineer (Edge Network)

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 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 night shifts, followed by two days off.   The shift runs from 07 pm to 07 am local time, totaling 12 hours of work time, including a 1-hour break.

Additional Information

Benefits:

At Gcore, we want you to do your best work and enjoy the journey. Our benefits are designed to support your growth, well-being, and life beyond work: 

• Competitive compensation 

• Flexible working hours and hybrid or remote 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* 

• Extra paid vacation and sick leave days* 

• Support for life’s important moments and celebrations 

• Language courses to help you connect and grow 

• Modern, welcoming offices with snacks, drinks, and entertainment* 

• Team sports and social activities* 

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.