Technical Support Engineer, Edge Cloud

This is a fully remote position, open to applicants in Poland.

📋 Description

• Manage customer and internal user inquiries through chat, email, and, on occasion, phone calls in English.

• Offer consultations related to Edge Cloud products and services.

• Perform technical diagnostics to troubleshoot issues and collect information regarding customer and user incidents.

• Elevate incidents to higher tiers of technical support when necessary.

• Tackle complex technical challenges and deliver prompt, effective solutions based on internal documentation.

• Assess the impact of technical issues on customers' business operations.

• Recognize patterns and trends in technical issues and propose enhancements to prevent future occurrences.

• Disseminate knowledge and expertise among team members to bolster support capabilities.

⛳️ Requirements

• Over 1 year of experience in Technical Support.

• English proficiency at B2 level or above.

• Solid understanding of networking concepts (TCP/IP, DNS, MAC address, ping, traceroute).

• Proficient in hardware and software diagnostics (log analysis, etc.).

• Strong theoretical and practical experience with Linux (either Ubuntu or CentOS).

• Practical experience with API.

• Familiarity with monitoring tools such as Grafana.

• Strong customer advocacy skills and interpersonal abilities.

• Excellent problem-solving skills.

• Quick learner, organized, and a collaborative team player.

• Responsible, courteous, and optimistic with robust communication skills.

• Capable of simplifying and clearly explaining complex concepts.

• Proficient in task prioritization.

• Experience with SQL is a plus.

• Understanding of OpenStack and experience with it, or other open-source cloud infrastructure software, is a plus.

• Familiarity with ITIL best practices and incident resolution is a plus.

• Must be able to work two consecutive day shifts followed by two days off; day shift hours are from 07:00 to 19:00 local time, including a 1-hour break.

🏝️ Benefits

• Competitive salary.

• Flexible working hours.

• Options for remote, hybrid, or office work depending on your role.

• Ability to work from anywhere in the world for up to 45 days each year.

• Private medical insurance for you and your family.*

• 5 additional vacation days.*

• Extra fully paid sick leave days.*

• Allowance for significant life events and birthdays.

• Language classes.

• Modern office space with complimentary snacks, drinks, and entertainment options.*

• Team sports activities.*