Technical Support Engineer – Edge Network

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

📋 Description

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

• Offer consultations regarding our products and services within the Edge Network.

• Perform technical diagnostics to troubleshoot issues, collect information about customer and user incidents, and escalate to higher levels of technical support when necessary.

• Tackle complex technical challenges and deliver prompt, effective solutions while considering the impact on customers' business operations, as outlined in internal documentation.

• Recognize patterns and trends in technical issues and propose improvements to prevent future occurrences, sharing knowledge and expertise with team members to enhance overall support effectiveness.

⛳️ Requirements

• Minimum of 1 year of experience in Technical Support.

• English proficiency at B2 level or higher.

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

• Strong understanding of hardware and software diagnostics (including log reading, etc.).

• Experience with Content Delivery Networks (CDN).

• Practical experience with Linux and API.

• Familiarity with monitoring tools such as Grafana and Kibana.

• Excellent customer advocacy and interpersonal skills.

• Strong problem-solving capabilities.

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

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

• Ability to explain complex ideas in a clear and simple manner.

• Proficient in prioritizing tasks.

• Nice to have: Experience with SQL.

🏝️ Benefits

• Competitive salary.

• Flexible working hours.

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

• Opportunity 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.*

• Additional fully paid sick leave days.*

• Allowance for significant life events and birthdays.

• Language classes.

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

• Team sports activities.*