Technical Support Engineer (Edge Network)

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 Gcore's infrastructure and services, including World of Tanks, Albion Online, Avast, Photon, Unity, and Sandbox Interactive.

• 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

Nice to have:

• Experience with SQL

• Handle customer and internal user requests via chat, email, and occasionally phone calls in English.
• Provide consultations regarding products and services in Edge Network.
• Conduct technical diagnostics to resolve issues, gather information about incidents, and escalate to higher levels if needed.
• Address complex technical issues and provide timely, effective solutions based on internal documentation.
• Identify patterns and suggest improvements to prevent recurring issues and share knowledge with team members.