Technical Support Engineer (Edge Cloud)

Location: Remote, Poland

Company

hirify.global provides infrastructure and software solutions for AI, cloud, network, and security, operating 210+ edge locations, 50+ cloud regions, and thousands of GPUs.

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, gather incident information, resolve problems, and escalate to higher-level support when needed.
• Address complex issues with consideration for customer business impact, using internal documentation.
• Identify recurring issue patterns, suggest preventive improvements, and share technical knowledge with the support team.

Requirements

• At least 1 year of Technical Support experience.
• English at B2 level or higher.
• Good networking knowledge, including TCP/IP, DNS, MAC addresses, ping, and traceroute.
• Experience with hardware and software diagnostics, including log analysis.
• Theoretical and hands-on experience with Linux, specifically Ubuntu or CentOS.
• Hands-on experience with APIs and knowledge of monitoring tools such as Grafana.
• Customer advocacy, strong communication and problem-solving skills, and the ability to explain complex concepts clearly.
• Ability to learn quickly, organize and prioritize tasks, work responsibly and collaboratively, and maintain a polite, optimistic approach.

Nice to have

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

Culture & Benefits

• Full-time remote work, with remote, hybrid, or office options depending on the role.
• Work from anywhere in the world for up to 45 days per year.
• Flexible working hours, private medical insurance for employees and families, additional vacation and paid sick leave days, and allowances for significant life events and birthdays, subject to country-specific availability.
• Language classes, team sports activities, and access to modern office facilities with snacks, drinks, and entertainment options.
• Work two consecutive 07:00–19:00 local-time day shifts followed by two days off; each shift includes a one-hour break.