Customer Support Specialist (Night Shift, Tbilisi)

About the role

Gcore, a global provider of infrastructure and software solutions for AI, cloud, network and security, is hiring a Customer Support Specialist in Tbilisi. You will handle first-line support requests in English and give consultations on products such as Cloud, CDN, Hosting and AI. The schedule consists of two consecutive night shifts (21:00 to 09:00, 12 hours including a 1-hour break) followed by two days off.

Key responsibilities

• Handle customer and internal user requests via chat, email and phone (rarely by phone) in English
• Give consultations on products and services such as Cloud, CDN, Hosting and AI
• Resolve technical issues through technical diagnostics and gather incident information, escalating it to higher-level support when needed

Required profile

• 1+ year of technical support experience
• English level B2 or higher
• Excellent customer advocacy and soft skills, strong problem-solving and communication skills
• Quick learner, organized, responsible and able to explain complex concepts simply

Required skills

• Networking knowledge (TCP/IP, DNS, MAC address, ping, traceroute)
• Hardware and software diagnostics, including reading logs
• Nice to have: experience with Cloud, CDN or Hosting, and with Linux and APIs

What we offer

• Competitive salary
• Flexible working hours and remote, hybrid or office options depending on the role
• Work from anywhere in the world for up to 45 days per year
• Private medical insurance for you and your family
• 5 extra vacation days and fully paid sick leave
• Life-event allowance and birthday allowance
• Language classes and a modern office with free snacks and drinks