Technical Support Engineer (Edge Cloud)

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:
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.)
Good theoretical and hands-on experience with Linux (Ubuntu or CentOS)
Good hands-on experience with API
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
Nice to have:
Experience with SQL
Understand on what OpenStack is and experience with it, or with other opensource Cloud infrastructure software
Familiar with ITIL best practises and know how to work and solve incidents
Work Schedule:
You will work two consecutive day shifts, followed by two days off.
The day shift runs from 07:00 to 19:00 local time, totalling 12 hours of work time, including a 1-hour break.

Employment type
Full-time

Work arrangement
Yes