Technical Support Engineer (Edge Network)

Gcore

1d•Hybrid

About The Position

We are looking for a Technical Support Engineer to join our team at Gcore. In this role, you will be responsible for handling customer and internal user requests, providing consultations on our Edge Network products and services, and conducting technical diagnostics to resolve issues. You will also identify patterns in technical issues and suggest improvements to prevent reoccurrences, sharing knowledge with team members to enhance overall support capabilities.

Requirements

1+ year of Technical Support experience
English level B2 or higher
Good networking knowledge (TCP/IP, DNS, MAC address, ping, traceroute)
Good understanding of hardware and software diagnostics (reading logs, etc.)
Experience with CDN
Hands-on experience with Linux and API
Knowledge of monitoring tools such as Grafana, Kibana
Good customer advocacy and soft skills
Strong problem-solving abilities
Quick learner, organized, and a team player
Responsible, polite, and optimistic with strong communication skills
Able to explain complex concepts clearly and simply
Skilled at prioritizing tasks

Nice To Haves

Experience with SQL

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.