Technical Support Engineer with Chinese  

If you are passionate about transforming the internet and contributing to cutting-edge innovations, come join us at Gcore!

We are over 550 professionals and currently looking for a Technical Support Engineer.

As a Technical Support Engineer, you’ll join a team you can always rely on for feedback and continuous professional growth.

Your Responsibilities:

• Second-line support [L2];
• Handle inquiries with the most important customers of the company via chats and email/tickets;
• Make sure that all requests from the most important customers resolved in a timely manner with involvement of our products teams, if needed;
• Advanced troubleshooting of complex technical issues and providing effective solutions in a timely manner, forward it up to the higher levels of support, if needed;
• Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment;
• Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis;
• Reactively file issue reports to Gcore engineers, build documentation, procedures, document desired behaviour and/or steps to reproduce, and suggested code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution.

We expect you to have:

• Engineering degree (CS preferred) or equivalent professional technical experience (3 years or more).
• At least 2.5 years of experience working in a Technical Support role.
• Excellent verbal and written English and Chinese communication skills (B2 or higher).
• Excellent knowledge and hands-on experience with Linux.
• Familiar with Cloud solutions and CDN.
• Strong command line/terminal experience, including curl, dig, traceroute/MTR, git, tcpdump.
• Proficient in troubleshooting HTTP, DNS, OS and network-related issues.
• Knowledge of the OSI Model, an understanding of how the Internet and Virtualization work.
• Familiar with Jira and Zendesk.
• Self-motivated and able to learn new technologies/systems/features independently.
• Proficient in scripting languages such as Bash, Python, or other similar languages.
• Responsible, polite, and optimistic person with strong communication skills.
• Can explain complex things so that they become clear and simple.
• Good at prioritizing tasks.

Nice to Have:

• Certified in Computer network and Linux.
• Experience with Windows Operating Systems.
• Know about Docker, K8s and Terraform.
• You would like to develop yourself in the world of Hosting, Network and Cloud.
• Experience with CDN, or want to learn it, as well as Cloud.

About the schedule:
Monday-Friday, 09:00 - 18:00, 1 hour of a break time.
On-call duty is possible.

What We Offer

We aim to ensure you feel and give your best by offering:

• Competitive salary;
• Flexible schedule;
• Remote, hybrid, or office work;
• Educational support;
• Medical insurance (depending on the contract type and your location);
• Business trips (depending on your role).

About the Company

Gcore is an international cloud and edge leader in providing first-class web performance, content delivery, and security. Headquartered in Luxembourg, with offices around the world, the company provides its solutions to global leaders in numerous industries.

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What you will do:

As a Technical Support Engineer, you’ll join a team you can always rely on for feedback and continuous professional growth.

We expect you to have:

• At least 2.5 years of experience working in a Technical Support role.
• Excellent verbal and written English and Chinese communication skills (B2 or higher).
• Excellent knowledge and hands-on experience with Linux.
• Familiar with Cloud solutions and CDN.
• Strong command line/terminal experience, including curl, dig, traceroute/MTR, git, tcpdump.
• Proficient in troubleshooting HTTP, DNS, OS and network-related issues.
• Knowledge of the OSI Model, an understanding of how the Internet and Virtualization work.
• Familiar with Jira and Zendesk.
• Self-motivated and able to learn new technologies/systems/features independently.
• Proficient in scripting languages such as Bash, Python, or other similar languages.
• Responsible, polite, and optimistic person with strong communication skills.
• Can explain complex things so that they become clear and simple.
• Good at prioritizing tasks.

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