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Job Description
If you are passionate about transforming the internet and contributing to cutting-edge innovations, come join us at Gcore!
We are over 550 professionals and currently looking for a Technical Support Engineer.
As a Technical Support Engineer, you’ll join a team you can always rely on for feedback and continuous professional growth.
Your Responsibilities:
- Second-line support [L2];
- Handle inquiries with the most important customers of the company via chats and email/tickets;
- Make sure that all requests from the most important customers resolved in a timely manner with involvement of our products teams, if needed;
- Advanced troubleshooting of complex technical issues and providing effective solutions in a timely manner, forward it up to the higher levels of support, if needed;
- Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment;
- Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis;
- Reactively file issue reports to Gcore engineers, build documentation, procedures, document desired behaviour and/or steps to reproduce, and suggested code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution.
We expect you to have:
- Engineering degree (CS preferred) or equivalent professional technical experience (3 years or more).
- At least 2.5 years of experience working in a Technical Support role.
- Excellent verbal and written English and Chinese communication skills (B2 or higher).
- Excellent knowledge and hands-on experience with Linux.
- Familiar with Cloud solutions and CDN.
- Strong command line/terminal experience, including curl, dig, traceroute/MTR, git, tcpdump.
- Proficient in troubleshooting HTTP, DNS, OS and network-related issues.
- Knowledge of the OSI Model, an understanding of how the Internet and Virtualization work.
- Familiar with Jira and Zendesk.
- Self-motivated and able to learn new technologies/systems/features independently.
- Proficient in scripting languages such as Bash, Python, or other similar languages.
- Responsible, polite, and optimistic person with strong communication skills.
- Can explain complex things so that they become clear and simple.
- Good at prioritizing tasks.
Nice to Have:
- Certified in Computer network and Linux.
- Experience with Windows Operating Systems.
- Know about Docker, K8s and Terraform.
- You would like to develop yourself in the world of Hosting, Network and Cloud.
- Experience with CDN, or want to learn it, as well as Cloud.
About the schedule:
Monday-Friday, 09:00 - 18:00, 1 hour of a break time.
On-call duty is possible.
What We Offer
We aim to ensure you feel and give your best by offering:
- Competitive salary;
- Flexible schedule;
- Remote, hybrid, or office work;
- Educational support;
- Medical insurance (depending on the contract type and your location);
- Business trips (depending on your role).
About the Company
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.
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Minimum Qualifications
What you will do:
As a Technical Support Engineer, you’ll join a team you can always rely on for feedback and continuous professional growth.
We expect you to have:
- At least 2.5 years of experience working in a Technical Support role.
- Excellent verbal and written English and Chinese communication skills (B2 or higher).
- Excellent knowledge and hands-on experience with Linux.
- Familiar with Cloud solutions and CDN.
- Strong command line/terminal experience, including curl, dig, traceroute/MTR, git, tcpdump.
- Proficient in troubleshooting HTTP, DNS, OS and network-related issues.
- Knowledge of the OSI Model, an understanding of how the Internet and Virtualization work.
- Familiar with Jira and Zendesk.
- Self-motivated and able to learn new technologies/systems/features independently.
- Proficient in scripting languages such as Bash, Python, or other similar languages.
- Responsible, polite, and optimistic person with strong communication skills.
- Can explain complex things so that they become clear and simple.
- Good at prioritizing tasks.
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Perks and Benefits
Work from Home
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- Urdaneta
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