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Designated Support Lead at Gcore. Location Information: Poland,Serbia,Lithuania,Cyprus,Georgia. 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 Designated Support Lead. Job Description. What You’ll Do. Own the end-to-end technical support experience for assigned Premium and Enterprise customers.. Act as the primary technical point of contact for escalations, complex issues, and operational coordination.. Build long-term technical relationships with customer stakeholders (DevOps, SRE, System Administrators, CTO-level).. Lead incident management for customer-impacting issues, coordinating Support, Engineering, and Operations teams.. Ensure clear, structured, and timely communication during incidents and escalations.. Lead regular service reviews covering incident trends, SLA performance, risks, and improvement opportunities.. Proactively identify risks and potential service degradation before customer impact occurs.. Deliver high-quality post-incident reports (RCA) focused on root cause and prevention.. Act as the voice of the customer internally, providing structured feedback to Product and Engineering teams.. Qualifications. What We’re Looking For. 3+ years of experience in Technical Support, Technical Customer Success, or Systems Administration in a Cloud / SaaS / Edge environment.. Experience working with Premium or Enterprise customers.. Good understanding of Linux systems, networking fundamentals, and Cloud infrastructure.. Ability to analyse logs, architectures, and complex technical scenarios.. Strong incident and escalation management skills.. Excellent communication skills in English (B2/C1+).. Strong stakeholder management and expectation-setting abilities.. Proactive, ownership-driven mindset focused on long-term customer success.. Nice to have. Experience with Edge / CDN products.. Familiarity with ITIL practices and structured incident management.. Experience working closely with Sales TAMs or Account Managers. . 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.