Technical Support Engineer (Edge Cloud)

Gcore; United States; Hybrid; USD 40,000 - 70,000; Full time

Benefits offered by this job

Private medical insurance

Flexible working hours

Remote/Hybrid/Open office options

Work from anywhere up to 45 days/year

Team sports activities

Job summary

Gcore is an international cloud and edge leader. We are seeking a Technical Support Specialist to handle customer inquiries in English, diagnose edge cloud issues, and provide effective solutions.

You will collaborate with global teams, work remotely or on-site depending on your role, and may travel limitedly or work from anywhere up to 45 days per year. You will join a diverse team, develop your expertise in networking, Linux, and cloud platforms, and contribute to high-quality support

Qualifications

• 1+ year of Technical Support experience.
• Good networking knowledge (TCP/IP, DNS, MAC address, ping, traceroute).
• Good understanding of hardware and software diagnostics (reading logs).
• Experience with Linux (Ubuntu or CentOS).
• Familiar with ITIL best practises and incident management.

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 when needed.
• Identify patterns and suggest improvements to prevent reoccurrences.

Skills

Technical Support

English communication

Diagnostics

Linux knowledge

Networking basics

Tools

Grafana

Linux

API

DNS

Job description

Описание:

The world\'s digital experiences run on something invisible: the infrastructure and software that keep them fast, reliable, and secure. At Gcore, you will help design and deliver that foundation for an AI-driven world. We are a global provider of infrastructure and software solutions for AI, cloud, network, and security, powering everything from real-time communication and streaming to enterprise AI and secure web applications. With 210+ edge locations, 50+ cloud regions, and thousands of GPUs, your work here can reach users and businesses across the globe. You will collaborate with leading technology partners such as Intel, 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 of 550+ professionals building infrastructure and software that supports the entire digital ecosystem.

Задачи:

• 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.

Требования:

• 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.)
• Good theoretical and hands-on experience with Linux (Ubuntu or CentOS)
• Good hands-on experience with API
• Knowledge of monitoring tools such as Grafana
• 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
• Experience with SQL
• Understand on what OpenStack is and experience with it, or with other opensource Cloud infrastructure software
• Familiar with ITIL best practises and know how to work and solve incidents

Work Schedule:

You will work two consecutive day shifts, followed by two days off. The day shift runs from 07:00 to 19:00 local time, totalling 12 hours of work time, including a 1-hour break.

Условия:

• Competitive salary
• Flexible working hours
• 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*
• 5 additional vacation days*
• 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.

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. To find out more about Gcore, please check out our product website, LinkedIn page, and Instagram account. Let\'s transform the Internet together!