Technical Support Engineer (Edge Cloud)

Your Responsibilities: Handle customer and internal user requests via chat, email, and occasionally phone calls in English. Provide consultations regarding our products and services in Edge Cloud. Conduct technical diagnostics to resolve issues, gather information about customer and user incidents, and escalate to higher levels of technical support if needed. Address complex technical issues and provide timely, effective solutions while considering the impact on customers' business operations, based on internal documentation. Identify patterns and trends in technical issues and suggest improvements to prevent reoccurrences, sharing knowledge and expertise with other team members to enhance overall support capabilities. We Expect you to Have: 1+ year of Technical Support experience English level B2 or higher Good networking knowledge (TCP/IP, DNS, MAC address, ping, traceroute) Good understanding of hardware and software diagnostics (reading logs, etc.) Good theoretical and hands-on experience with Linux (Ubuntu or CentOS) Good hands-on experience with API Knowledge of monitoring tools such as Grafana Good customer advocacy and soft skills Strong problem-solving abilities Quick learner, organized, and a team player Responsible, polite, and optimistic with strong communication skills Able to explain complex concepts clearly and simply Skilled at prioritizing tasks Nice to have: Experience with SQL Understand on what OpenStack is and experience with it, or with other opensource