Technical Support Engineer

Have you ever wondered why your favorite apps, social media content, and video games load in the blink of an eye? It’s likely because of Gcore behind the scenes!  

Join a team that collaborates with industry giants like Intel, Dell, NVIDIA, Graphcore, and Equinix to accelerate AI training, provide cutting-edge cloud services, and optimize content delivery.  

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.

What you should know about our team: We are a group of professionals working together to achieve a common goal. We believe in ownership, and you will have a mandate (together with your team) to develop features end-to-end. You will have a real impact on our product development! We support each other and the biggest focus for us is to learn from each other!

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.

Your Responsibilities:

• Second-line support [L2];
• Handle inquiries with the most important customers of the company via chats and email/tickets in the German, and Global markets;
• Make sure that all requests from the most important customers are resolved in a timely manner with the 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 the 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 and procedures, document desired behavior and/or steps to reproduce, and suggest code-level resolutions for complex product bugs, assist engineers in driving bugs to resolution.

We expect you to have:

• At least 1.5 years of experience working in Technical Support.
• Excellent verbal and written English (B2 and 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.
• Hands-on experience in scripting languages such as Bash, Python, or other similar languages
• A 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:

• Verbal and written German language.
• 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 for important events.