Technical Support Team Lead

Technical Support Team Lead

Have you ever wondered why your favorite apps, social media content, and video games load in the blink of an eye? It's likely because of Gcore behind the scenes! Join a team that collaborates with industry giants like Intel, Dell, NVIDIA, Graphcore, and Equinix to accelerate AI training, provide cutting-edge cloud services, and optimize content delivery. 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.

Job Description

Your Responsibilities:

• Lead, mentor, and develop a team of Technical Support Engineers (L2), fostering a culture of technical excellence and collaboration.
• Oversee the day-to-day operations of the team, ensuring that complex customer issues related to our cloud services are resolved efficiently and within SLAs.
• Act as the primary technical escalation point for critical customer incidents, providing expert guidance and coordinating with other departments.
• Drive the continuous improvement of support workflows, processes, and knowledge base documentation to enhance team efficiency and customer satisfaction.
• Serve as a key liaison between the support department and Product/Development teams, translating customer feedback into actionable insights.
• Monitor team performance, report on key metrics (KPIs), and provide regular feedback and coaching to your team members.

Qualifications

We Expect you to Have:

• A proven track record in leadership, with at least 1-2 years of direct experience as a Team Lead in a technical support environment.
• Strong experience in developing and managing team KPIs, SLAs, and performance reports.
• Advanced proficiency with Zendesk, including its reporting and administrative capabilities.
• Proven hands-on experience with cloud infrastructure and virtualization technologies (e.g., OpenStack, KVM, or similar).
• Strong knowledge of networking (TCP/IP, DNS, HTTP/S) and Linux-based operating systems.
• Excellent communication and people management skills.
• A process-oriented mindset with a passion for improving workflows.
• English level B2 or higher, with the ability to manage complex communications with customers and internal stakeholders.
• Strong analytical and problem-solving skills, with an ability to see the bigger picture beyond a single ticket.

Nice to have:

• Familiarity with ITIL best practices for incident and problem management.
• Experience with monitoring tools like Grafana or Zabbix.
• Hands-on experience with Jira Service Management or similar ITSM tools.
• Basic knowledge of SQL.

Work Schedule:

• This is a full-time position with a standard Monday to Friday schedule, 9 am - 6 pm working hours with 1 hour of lunchtime.
• Flexibility is expected to manage team needs and handle critical escalations as required.

Additional Information

What We Offer:

• Competitive salary
• Flexible working hours
• Remote, hybrid, or office work options depending on your role
• 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*
• Additional fully paid sick leave days*
• Allowance for significant life events and birthdays
• Language classes
• Modern office space with free snacks, drink and entertainment options*
• Team sports activities*

*Please be aware that this benefit may vary depending on your country.

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. Millions of people worldwide use apps and play games based on our infrastructure and services: we are trusted by World of Tanks, Albion Online, Avast, Photon, Unity, Sandbox Interactive, and others.

Equal Opportunity Employer We provide equal opportunity to all applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity, gender expression, national origin, disability, or any other legally protected characteristics.