Principal Support Engineer (L3, Edge Network) at Gcore · Serbia

Company Description

The world’s digital experiences run on something invisible: the infrastructure and software that keep them fast, reliable, and secure. At Gcore, you’ll help design and deliver that foundation for an AI-driven world.

We’re a global provider of infrastructure and software solutions for AI, cloud, network, and security, powering everything from real-time communication and streaming to enterprise AI and secure web applications. With 210+ edge locations, 50+ cloud regions, and thousands of GPUs, your work here can reach users and businesses across the globe.

You’ll collaborate with leading technology partners such as Intel, NVIDIA, Dell, and Equinix, and work on platforms that power digital products used around the world. Our vision is simple: to connect the world to AI, anywhere, anytime.

Want to work on technology that goes beyond a single product or industry? Join a global team of 550+ professionals building infrastructure and software that supports the entire digital ecosystem.

We are currently looking for a Principal Support Engineer (L3, Edge Network).

Job Description

What You’ll Do

• Act as the 3rd-level escalation point for complex technical issues related to CDN and Edge Network products.
• Diagnose and resolve advanced issues involving caching, DNS, routing, load balancing, SSL/TLS, and web security.
• Take ownership of high-severity incidents (P1/P2) and drive resolution in collaboration with Engineering, Network, and Operations teams.
• Asist with root cause analysis (RCA) and contribute to preventive measures to reduce incident recurrence.
• Analyze traffic patterns, cache efficiency, and node performance to optimize content delivery.
• Support production changes, maintenance windows, and software upgrades.
• Provide technical guidance and mentorship to L1 and L2 Support Engineers.
• Maintain and improve internal documentation, runbooks, and troubleshooting guides.
• Participate in post-incident reviews and continuous improvement initiatives.

Qualifications

What We’re Looking For

• 5+ years of experience in Technical Support, Network Engineering, or Systems Engineering.
• Strong understanding of CDN and Edge Network concepts (caching, PoPs, traffic routing).
• Solid networking knowledge (TCP/IP, HTTP/HTTPS, DNS, BGP, load balancing).
• Hands-on Linux/Unix administration and troubleshooting experience.
• Experience with monitoring and log analysis tools (Grafana, Kibana, Splunk, etc.).
• Ability to analyse complex incidents and work effectively under pressure.
• Strong communication skills in English (B2 or higher).
• Ownership mindset and strong problem-solving skills.

Nice to have

• Experience with CDN providers (Akamai, Cloudflare, Fastly, CloudFront).
• Knowledge of DDoS mitigation, WAF, and Edge security concepts.
• Automation or scripting experience (Python, Bash).

Working hours are Monday to Friday, 9:00 am to 6 pm, with the expectation of availability during critical incidents outside regular hours.

Additional Information

Benefits

At Gcore, we want you to do your best work and enjoy the journey. Our benefits are designed to support your growth, well-being, and life beyond work:

• Competitive compensation
• Flexible working hours and hybrid or remote 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*
• Extra paid vacation and sick leave days*
• Support for life’s important moments and celebrations
• Language courses to help you connect and grow
• Modern, welcoming offices with snacks, drinks, and entertainment*
• Team sports and social activities*

*Benefits may vary depending on your location.

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.