What You’ll Do
- Own the end-to-end technical support experience for assigned Premium and Enterprise customers.
- Act as the primary technical point of contact for escalations, complex issues, and operational coordination.
- Build long-term technical relationships with customer stakeholders (DevOps, SRE, System Administrators, CTO-level).
- Lead incident management for customer-impacting issues, coordinating Support, Engineering, and Operations teams.
- Ensure clear, structured, and timely communication during incidents and escalations.
- Lead regular service reviews covering incident trends, SLA performance, risks, and improvement opportunities.
- Proactively identify risks and potential service degradation before customer impact occurs.
- Deliver high-quality post-incident reports (RCA) focused on root cause and prevention.
- Act as the voice of the customer internally, providing structured feedback to Product and Engineering teams.
What We’re Looking For
- 3+ years of experience in Technical Support, Technical Customer Success, or Systems Administration in a Cloud / SaaS / Edge environment.
- Experience working with Premium or Enterprise customers.
- Good understanding of Linux systems, networking fundamentals, and Cloud infrastructure.
- Ability to analyse logs, architectures, and complex technical scenarios.
- Strong incident and escalation management skills.
- Excellent communication skills in English (B2/C1+).
- Strong stakeholder management and expectation-setting abilities.
- Proactive, ownership-driven mindset focused on long-term customer success.
Nice to have
- Experience with Edge / CDN products.
- Familiarity with ITIL practices and structured incident management.
- Experience working closely with Sales TAMs or Account Managers.
Working hours are Monday to Friday, 9:00 am to 6 pm, with the expectation of availability during critical incidents outside regular hours.
Benefits
At Gcore, we want you to do your best work and enjoy the journey. Our benefits are designed to support your growth, well-being, and life beyond work:
- Competitive compensation
- Flexible working hours and hybrid or remote 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*
- Extra paid vacation and sick leave days*
- Support for life’s important moments and celebrations
- Language courses to help you connect and grow
- Modern, welcoming offices with snacks, drinks, and entertainment*
- Team sports and social activities*
*Benefits may vary depending on your location.
Equal Opportunity Employer
We provide equal opportunity to all applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity, gender expression, national origin, disability, or any other legally protected characteristics.
