Technical Support Engineer (Edge Cloud)

Webhosting; Town of Poland (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

Gcore is seeking a Technical Support Engineer to join our global team. You will handle customer and internal user requests in English via chat, email, and occasionally phone, offering guidance on Edge Cloud products and services.

Examining issues through diagnostics, gathering incident information, and escalating to higher levels when needed, you will identify patterns and share knowledge with colleagues to boost overall support quality.

Qualifications

• Handle customer and internal user requests in English.
• Provide consultations on Edge Cloud products and services.
• Perform technical diagnostics and escalate issues as needed.
• Identify patterns and share knowledge to improve support.

Responsibilities

• Handle customer and internal user requests via chat, email, and occasionally phone calls in English.
• Provide consultations regarding Edge Cloud products and services.
• Conduct technical diagnostics to resolve issues and escalate to higher levels of technical support if needed.
• Address complex technical issues and provide timely, effective solutions while considering business impact.

Skills

English

Customer support

Technical diagnostics

Knowledge sharing

Job description

Job Description

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 Cloud.
• 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.

The worldes digital experiences run on something invisible: the infrastructure and software that keep them fast, reliable, and secure. At Gcore,youll help design and deliver that foundation for an AI-driven world.

Were a 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.

You1ll collaborate 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 beyond a single product or industry?Join a global team of550+ professionalsbuilding infrastructure and software that supports the entire digital ecosystem.

We are currently looking for a Technical Support Engineer.