Technical Support Engineer (Edge Cloud)

Gcore is an international cloud and edge leader in providing first-class web performance, content delivery, and security. Headquartered in Luxembourg, with offices globally, it serves clients in numerous industries, powering applications and games for millions worldwide, including World of Tanks, Albion Online, Avast, Photon, Unity, and Sandbox Interactive. The company offers infrastructure and software solutions supporting AI, cloud, network, and security with over 210 edge locations, 50+ cloud regions, and thousands of GPUs. Gcore collaborates with technology partners such as Intel, NVIDIA, Dell, and Equinix.

• Minimum 1 year of Technical Support experience.
• English proficiency at B2 or higher.
• Good networking knowledge, including TCP/IP, DNS, MAC address, ping, traceroute.
• Good understanding of hardware and software diagnostics such as reading logs.
• Strong theoretical and hands-on experience with Linux (Ubuntu or CentOS).
• 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 team player.
• Responsible, polite, optimistic, with strong communication skills.
• Ability to explain complex concepts clearly and simply.
• Skilled at prioritizing tasks.

Nice to have:

• Experience with SQL.
• Understanding of 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 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 considering the impact on customers' business operations, based on internal documentation.
• Identify patterns and trends in technical issues and suggest improvements to prevent reoccurrences.
• Share knowledge and expertise with other team members to enhance overall support capabilities.

We provide equal employment opportunities regardless of race, color, religion, sex, sexual orientation, age, gender identity or expression, national origin, disability, or other legally protected characteristics.