Technical Support Specialist (L1) (Cloud)

TL;DR

Technical Support Specialist (L1) (Cloud): Providing first-line technical support for customers and internal users across Cloud, CDN, and AI infrastructure with an accent on technical diagnostics and incident resolution. Focus on resolving networking issues (TCP/IP, DNS) and escalating complex cases to higher support tiers.

Location: Remote, hybrid, or office in Poland

Company

Global provider of infrastructure and software solutions for AI, cloud, network, and security.

What you will do

• Handle first-line customer and internal requests via chat, email, and phone in English.
• Provide expert consultations on Cloud, CDN, Hosting, and AI services.
• Perform technical diagnostics to resolve user incidents.
• Collect detailed incident information and escalate complex issues to higher support levels.

Requirements

• 1+ year of experience in Technical Support.
• Strong networking knowledge (TCP/IP, DNS, MAC address, ping, traceroute).
• Proficiency in hardware and software diagnostics, including log analysis.
• English level B2 or higher.
• Excellent customer advocacy, soft skills, and problem-solving abilities.

Nice to have

• Experience with Cloud, CDN, or Hosting.
• Knowledge of Linux and APIs.

Culture & Benefits

• Flexible working arrangements: remote, hybrid, or office options.
• Ability to work from anywhere in the world for up to 45 days per year.
• Private medical insurance for employees and their families.
• Additional paid vacation and sick leave days.
• Language classes and allowance for significant life events.
• Modern office space with free snacks, drinks, and entertainment.