Edge Network Support Engineer | Night Shift & Remote

Gcore; Polska; Hybrid; PLN 55,000 - 75,000; Full time

Benefits offered by this job

Remote/Hybrid/Office

Work from anywhere 45 days

Private medical insurance

Sick leave days

Life event allowance

Language classes

Office perks

Team sports

Job summary

Gcore is seeking a Technical Support Engineer for its Edge Network team. The role focuses on handling English-language requests, diagnosing technical issues, and providing consultations on edge network products and services.

You will work with a global team, addressing complex incidents, and sharing knowledge to improve support processes while contributing to customer satisfaction and service reliability.

Qualifications

• 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.).
• Solid experience with CDN.
• Solid 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.

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 elevate 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.

Skills

Tech support

English

Networking basics

Diagnostics

CDN

Linux

API

Grafana

Kibana

Customer advocacy

Problem solving

Communication skills

Team player

Organization

Prioritization

Tools

SQL

Job description

Gcore is seeking a Technical Support Engineer for its Edge Network team. The role focuses on handling English-language requests, diagnosing technical issues, and providing consultations on edge network products and services.

You will work with a global team, addressing complex incidents, and sharing knowledge to improve support processes while contributing to customer satisfaction and service reliability.