Customer Support Specialist (Cloud)

Location: Remote, Georgia; two consecutive night shifts from 21:00 to 09:00 with a 1-hour break, followed by two days off.

Company

Provides infrastructure and software solutions for AI, cloud, network, security, edge computing, content delivery, and web performance.

What you will do

• Handle first-line requests from customers and internal users through chat, email, and occasionally phone in English.
• Consult users about cloud, CDN, hosting, AI, and other products and services.
• Perform technical diagnostics and collect information about customer and user incidents.
• Escalate incidents to higher levels of technical support when needed.

Requirements

• At least 1 year of technical support experience.
• Good networking knowledge, including TCP/IP, DNS, MAC addresses, ping, and traceroute.
• Good understanding of hardware and software diagnostics, including log reading.
• English level B2 or higher.
• Excellent customer advocacy, communication, and soft skills.
• Strong problem-solving abilities and the ability to explain complex concepts clearly and simply.
• Quick learning ability, organization, responsibility, politeness, optimism, and team-oriented approach.
• Ability to prioritize tasks.

Nice to have

• Experience with cloud, CDN, or hosting.
• Experience with Linux and APIs.

Culture & Benefits

• Remote, hybrid, or office work options depending on the role.
• Work from anywhere in the world for up to 45 days per year.
• Private medical insurance for the employee and family, depending on country.
• Five additional vacation days and additional fully paid sick leave days, depending on country.
• Allowance for significant life events and birthdays, language classes, and team sports activities.
• Modern office space with free snacks, drinks, and entertainment options, depending on country.