Customer Support Specialist (Night Shift)

TL;DR

Customer Support Specialist (Night Shift): First-line support handling customer requests via chat and email in English, providing consultations on Cloud, CDN, Hosting, AI products, and resolving technical issues with diagnostics. Focus on night shifts (7PM-7AM local time, 12h with 1h break, 2 on/2 off), networking troubleshooting (TCP/IP, DNS), log analysis, and escalating incidents.

Location: Poland, Luxembourg (remote, hybrid, or office options depending on role). Work from anywhere up to 45 days per year.

Company

Global provider of infrastructure and software solutions for AI, cloud, network, and security with 210+ edge locations, 50+ cloud regions, and thousands of GPUs.

What you will do

• Handle first-line support for customers and internal users via chat, email, and rarely phone in English.
• Provide consultations on products and services like Cloud, CDN, Hosting, AI.
• Resolve technical issues through diagnostics, collect incident information, and forward to higher support levels if needed.

Requirements

• 1+ year of technical support experience
• Good networking knowledge (TCP/IP, DNS, MAC address, ping, traceroute)
• Good understanding of hardware and software diagnostics (reading logs, etc.)
• English level B2 or higher
• Excellent customer advocacy, soft skills, and strong problem-solving abilities
• Quick learner, organized team player, responsible, polite, optimistic communicator able to explain complex concepts simply
• Skilled at prioritizing tasks
• Night shift schedule: 2 consecutive shifts (7PM-7AM local time, 12h including 1h break), 2 days off

Nice to have

• Experience with Cloud, CDN, or Hosting
• Experience with Linux and API

Culture & Benefits

• Competitive salary
• Flexible working hours
• Private medical insurance for you and family (varies by country)
• 5 additional vacation days + fully paid sick leave (varies by country)
• Allowance for life events and birthdays, language classes
• Modern office with snacks, drinks, entertainment, team sports (where applicable)