Technical Support Engineer (Edge Network)

Gcore; Polska; On-site; 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

Technical Support Engineer (Edge Network)

• Full-time

The world’s digital experiences run on something invisible: the infrastructure and software that keep them fast, reliable, and secure. AtGcore,you’llhelp design and deliver that foundation for an AI-driven world.

We’rea global provider of infrastructure and software solutions forAI, cloud, network, and security,powering everything from real-time communication and streaming to enterprise AI and secure web applications. With210+ edge locations, 50+ cloud regions, and thousands of GPUs, your work here can reach users and businesses across the globe.

You’llcollaborate with leading technology partners such asIntel, NVIDIA, Dell, and Equinix, and work on platforms that power digital products used around the world. Our vision is simple: to connect the world to AI, anywhere, anytime.

Want to work on technology that goes beyonda single productor industry?Join a global team of550+professionalsbuilding infrastructure and software that supports the entire digital ecosystem.

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 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.

We Expect you to Have

• 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

Nice to have

• Experience withSQL

Work Schedule

• Thenight shiftrunsfrom 19:00to 07:00localtime,totalling12hoursofworktime,includinga1-hourbreak.

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:

• Remote, hybrid, or office work options depending on your role
• Work from anywhere in the world for up to 45 days per year
• Private medical insurance for you and your family*
• Additional fully paid sick leave days*
• Allowance for significant life events and birthdays
• Language classes
• Modern 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.