Technical Support Engineer (Edge Cloud)

Gcore is a global provider of infrastructure and software solutions for AI, cloud, network, and security, with 210+ edge locations, 50+ cloud regions, and thousands of GPUs. The company collaborates with technology partners such as Intel, NVIDIA, Dell, and Equinix and employs over 550 professionals building software and infrastructure for the digital ecosystem.

• Minimum 1 year of Technical Support experience.
• English proficiency at B2 level or higher.
• Good networking knowledge including TCP/IP, DNS, MAC address, ping, traceroute.
• Understanding of hardware and software diagnostics, including reading logs.
• Theoretical and hands-on experience with Linux (Ubuntu or CentOS).
• Hands-on experience with API.
• Knowledge of monitoring tools such as Grafana.
• Strong customer advocacy, communication, and soft skills.
• Strong problem-solving abilities and ability to explain complex concepts simply.
• Quick learner, organized, team player, responsible, polite, and optimistic.

Nice to have:

• Experience with SQL.
• Understanding and experience with OpenStack or other open source cloud infrastructure software.
• Familiarity with ITIL best practices and incident management.

• Handle customer and internal user requests via chat, email, and occasionally phone calls in English.
• Provide consultations regarding Gcore's Edge Cloud products and services.
• Conduct technical diagnostics to resolve issues and gather incident information.
• Escalate issues to higher levels of technical support if needed.
• Address complex technical issues promptly while considering customer impact.
• Identify patterns and trends in technical issues and propose improvements.
• Share knowledge and expertise with team members to enhance support capabilities.