Technical Support Engineer – Edge Network

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

📋 Description

• Manage requests from customers and internal users through chat, email, and occasionally phone calls in English.

• Offer consultations on products and services within the Edge Network.

• Perform technical diagnostics to troubleshoot and resolve issues.

• Collect information regarding incidents reported by customers and users.

• Escalate complex issues to higher tiers of technical support as necessary.

• Tackle intricate technical problems and deliver timely, effective solutions based on internal resources.

• Assess the implications of solutions on customers' business operations.

• Detect patterns and trends related to technical issues.

• Recommend enhancements to avert recurrence of issues.

• Share your knowledge and expertise with team members to improve support capabilities.

⛳️ Requirements

• At least 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 (including log analysis).

• Strong experience with CDN technologies.

• Practical hands-on experience with Linux and API.

• Familiarity with monitoring tools such as Grafana and Kibana.

• Strong customer advocacy and interpersonal skills.

• Excellent problem-solving capabilities.

• Ability to learn quickly, stay organized, and work effectively in a team.

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

• Capable of articulating complex concepts in a clear and simple manner.

• Proficient in task prioritization.

• Experience with SQL is a plus.

🏝️ Benefits

• Competitive salary.

• Flexible working hours.

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

• Work from any location in the world for up to 45 days per year.

• Private medical insurance coverage for you and your family.*

• Additional 5 vacation days.*

• Extra fully paid sick leave days.*

• Allowance for significant life events and birthdays.

• Language classes offered.

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

• Opportunities for team sports activities.*