Customer Support Specialist (Night Shift)

TL;DR

Customer Support Specialist (Night Shift): First-line support handling customer and internal requests via chat, email, and phone in English for Cloud, CDN, Hosting, AI products. Provide consultations, perform technical diagnostics, resolve issues, and escalate to higher support levels. Focus on networking troubleshooting, hardware/software diagnostics, and clear communication of complex concepts.

Location: Remote, hybrid, or office work options; night shifts 7:00pm–7:00am local time (two consecutive nights, two days off); work from anywhere in the world for up to 45 days per year

Company

International cloud and edge leader in web performance, content delivery, security, and AI infrastructure, collaborating with Intel, NVIDIA, and gaming giants like World of Tanks.

What you will do

• Handle first-line support requests from customers and internal users via chat, email, and phone (rarely).
• Provide consultations on products like Cloud, CDN, Hosting, AI, and more.
• Resolve technical issues through diagnostics, collect incident details, and forward to higher support levels if needed.

Requirements

• English level B2 or higher
• 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.)
• Excellent customer advocacy, soft skills, problem-solving, quick learning, organization, and team play
• Responsible, polite, optimistic communicator able to explain complex concepts simply and prioritize tasks

Nice to have

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

Culture & Benefits

• Competitive salary and flexible working hours
• Private medical insurance for you and family, additional vacation and sick leave days (varies by country)
• Work from anywhere up to 45 days/year, allowance for life events and birthdays
• Language classes, modern office with snacks and entertainment, team sports