Technical Support Engineer (Edge Network)

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 Network.
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:
1+ 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 experience with CDN
Solid hands-on experience with Linux and API
Knowledge of monitoring tools such as Grafana, Kibana
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
Nice to have:
Experience with SQL
Work Schedule:
You will work in Monday-Friday schedule, from 9AM till 6PM local time, including a 1-hour break.

Employment type
Full-time

Work arrangement
Yes