Technical Support Engineer (Edge Cloud)

Location: Poland; remote, hybrid, or office work options may be available depending on the role. Work from anywhere in the world for up to 45 days per year.

Company

hirify.global provides AI, cloud, network, security, and edge infrastructure solutions through a global network of edge locations, cloud regions, and GPU resources.

What you will do

• Handle customer and internal user requests through chat, email, and occasional phone calls in English.
• Consult users on Edge Cloud products and services.
• Diagnose technical issues, collect incident details, and escalate cases to higher-level support when required.
• Resolve complex technical problems using internal documentation while considering their impact on customer operations.
• Identify recurring issue patterns, recommend preventative improvements, and share technical knowledge with colleagues.

Requirements

• At least 1 year of technical support experience.
• English at B2 level or higher, with strong written and verbal communication skills.
• Good networking knowledge, including TCP/IP, DNS, MAC addresses, ping, and traceroute.
• Experience with hardware and software diagnostics, log analysis, Linux administration with Ubuntu or CentOS, APIs, and monitoring tools such as Grafana.
• Strong customer advocacy, problem-solving, prioritization, organization, and teamwork skills.
• Availability for two consecutive 12-hour day shifts from 07:00 to 19:00 local time, followed by two days off.

Nice to have

• Experience with SQL.
• Knowledge of OpenStack or other open-source cloud infrastructure software.
• Familiarity with ITIL best practices and incident resolution.

Culture & Benefits

• Remote, hybrid, or office work options depending on the role.
• Competitive salary, flexible working hours, and private medical insurance for employees and families where applicable.
• Additional vacation and fully paid sick leave days where applicable.
• Language classes and allowances for significant life events and birthdays.
• Modern office facilities with snacks, drinks, entertainment options, and team sports activities where applicable.