remote
Technical Support Engineer Edge Network / Night Shift - Gcore
Software Engineer
Technical Support Engineer for Edge Network, handling customer inquiries via chat, email, and phone. Responsibilities include technical diagnostics, issue resolution, and knowledge sharing for night shift operations.
About the role
Key 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 Network.
- Conduct technical diagnostics to resolve issues and gather information about customer and user incidents.
- Escalate complex technical issues to higher levels of technical support when necessary.
- Address complex technical issues and provide timely, effective solutions, 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.
Requirements
- Experience in technical support or a related customer-facing role.
- Familiarity with Edge Network concepts and technologies.
- Ability to diagnose and resolve technical issues effectively.
- Strong communication skills in English, both written and verbal.
- Willingness to work night shifts.
Skills
customer supportcommunicationproblem solving