Technical Support Engineer – Edge Network

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

📋 Description

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

• Offer consultations on Gcore products and services related to Edge Network.

• Perform technical diagnostics to troubleshoot issues.

• Collect information regarding incidents faced by customers and users.

• Escalate problems to higher tiers of technical support when necessary.

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

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

• Identify patterns and trends in technical issues.

• Propose enhancements to prevent future occurrences of issues.

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

⛳️ Requirements

• Minimum of 1 year of experience in Technical Support.

• Proficient in English at a B2 level or higher.

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

• Good grasp of hardware and software diagnostics (including log reading, etc.).

• Substantial experience with CDN.

• Practical hands-on experience with Linux and APIs.

• Familiarity with monitoring tools such as Grafana and Kibana.

• Strong customer advocacy and interpersonal skills.

• Excellent problem-solving capabilities.

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

• Responsible, courteous, and optimistic with strong communication abilities.

• Capable of clearly and simply explaining intricate concepts.

• Proficient in task prioritization.

• Experience with SQL is a plus.

• Availability to work two consecutive night shifts followed by two days off, from 19:00 to 07:00 local time.

🏝️ Benefits

• Attractive salary.

• Flexible working hours.

• Options for remote, hybrid, or in-office work based 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.*

• Additional 5 vacation days.*

• Fully paid sick leave days.*

• Financial support for significant life events and birthdays.

• Language classes available.

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

• Team sports activities.*