Technical Support Engineer (Edge Cloud)

TL;DR

Technical Support Engineer (Edge Cloud): Providing technical consultations and resolving complex incidents for Edge Cloud infrastructure with an accent on network diagnostics, Linux systems, and API integration. Focus on identifying technical patterns, escalating critical issues, and ensuring high-quality service delivery for global customers.

Location: Poland (Remote, Hybrid, or Onsite options available)

Company

hirify.global is an international cloud and edge leader providing web performance, content delivery, and security solutions to global industry leaders.

What you will do

• Handle customer and internal requests via chat, email, and phone.
• Conduct technical diagnostics to resolve issues and escalate to higher support levels when necessary.
• Provide consultations on Edge Cloud products and services.
• Address complex technical issues while minimizing impact on customer business operations.
• Identify patterns in technical incidents and suggest improvements to prevent reoccurrences.
• Share knowledge and expertise with team members to enhance support capabilities.

Requirements

• 1+ year of Technical Support experience
• English level B2 or higher
• Strong networking knowledge (TCP/IP, DNS, MAC address, ping, traceroute)
• Hands-on experience with Linux (Ubuntu or CentOS) and API
• Understanding of hardware and software diagnostics
• Experience with monitoring tools like Grafana

Nice to have

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

Culture & Benefits

• Competitive salary and flexible working hours
• Remote, hybrid, or office work options
• Work from anywhere in the world for up to 45 days per year
• Private medical insurance for you and your family
• 5 additional vacation days and fully paid sick leave
• Language classes and team sports activities