Your Responsibilities:
- Handle customer and internal user requests via chat, email, and occasionally phone calls in English.
- Provide consultations regarding our 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 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.
We Expect you to Have:
- 2+ 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 theoretical and hands on experience with Linux (Ubuntu or CentOS)
- Solid hands-on experience with API
- Understand on what OpenStack is and experience with it, or with other opensource Cloud infrastructure software
- Knowledge of monitoring tools such as Grafana
- 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
- Familiar with ITIL best practises and know how to work and solve incidents
Nice to have:
Work Schedule:
- You will work two consecutive night shifts, followed by two days off.
- The night shift runs from 19:00 – 07:00 local time, totalling 12 hours of work time, including a 1-hour break.
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*
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.
