About this role
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. We Expect you to Have:
1+ year of Technical Support experienceEnglish level B2 or higherGood networking knowledge (TCP/IP, DNS, MAC address, ping, traceroute)Good understanding of hardware and software diagnostics (reading logs, etc.)Solid experience with CDNSolid hands-on experience with Linux and APIKnowledge of monitoring tools such as Grafana, KibanaGood customer advocacy and soft skillsStrong problem-solving abilitiesQuick learner, organized, and a team playerResponsible, polite, and optimistic with strong communication skillsAble to explain complex concepts clearly and simplySkilled at prioritizing tasksNice to have:
Experience with SQLWork Schedule:
You will work two consecutive night shifts, followed by two days off.The night shift runs from 19:00 to 07:00 local time, totalling 12 hours of work time, including a 1-hour break. What We Offer:
We value our employees and offer a benefits package designed to support your health, well-being, and professional growth throughout your journey at Gcore:
Competitive salaryFlexible working hoursRemote, hybrid, or office work options depending on your roleWork from anywhere in the world for up to 45 days per yearPrivate medical insurance for you and your family*5 additional vacation days*Additional fully paid sick leave days*Allowance for significant life events and birthdaysLanguage classesModern office space with free snacks, drink and entertainment options*Team sports activities**Please be aware that this benefit may vary depending on your country.
About the Company
Gcore is an international cloud and edge leader in providing first-class web performance, content delivery, and security. Headquartered in Luxembourg, with offices around the world, the company provides its solutions to global leaders in numerous industries.
Millions of people worldwide use apps and play games based on our infrastructure and services: we are trusted by World of Tanks, Albion Online, Avast, Photon, Unity, Sandbox Interactive, and others.
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.