Technical Support Engineer (Edge Network)

Gcore; United States; Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Remote/hybrid/onsite

Private medical insurance

Extra 5 vacation days

Paid sick leave

Work from anywhere 45 days/year

Flexible hours

Language classes

Modern office space

Team sports

Job summary

Gcore ищет специалиста технической поддержки для работы с англоязычными запросами в рамках глобальной инфраструктуры.Edge и облака. Вы будете помогать клиентам через чат и email, выполнять диагностику и эскалировать сложные случаи.

Работа возможна в гибридном формате: удаленная, смешанная или офисная работа в зависимости от роли. Предусматриваются преимущества, включая медицинское страхование и начисления отпуска.

Qualifications

• Требуется опыт поддержки пользователей и клиентов.
• Уровень английского не ниже B2.
• Знания сетевых основ и диагностики оборудования/ПО.
• Опыт работы с CDN и Linux/API.
• Навыки работы с мониторинг-инструментами (Grafana, Kibana).
• Умение общаться с клиентами и решать задачи.

Responsibilities

• Обрабатывать запросы клиентов и внутренних пользователей через чат, email, иногда телефон.
• Проводить техническую диагностику и решать проблемы.
• Соблюдать SLA, сообщать о тенденциях и улучшениях.
• Сообщать коллегам знания и Best Practices.

Skills

Technical Support experience

English B2+

Networking basics

Diagnostics (logs)

CDN knowledge

Linux

APIs

Grafana

Kibana

SQL

Customer advocacy

Problem solving

Tools

Grafana

Kibana

Linux

APIs

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’ll help design and deliver that foundation for an AI-driven world. We’re 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’ll 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 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.

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.)
• 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
• Experience with SQL

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

Additional Information

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.