Gcore

Own the strategy, roadmap, and P&L for the Security business line, driving growth, profitability, and innovation. This role is highly cross-functional — working closely with Engineering, Sales, Marketing, and Operations to deliver world-class security solutions to customers globally. Define revenue targets, pricing strategy, and profitability roadmap. Define and execute product strategy for the entire Security suite, including DDoS Protection, WAAP, Bot Management, and related services.

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 and drive the continuous improvement of support workflows.

Handle customer and internal user requests via chat, email, and occasionally phone calls in English, regarding our products and services in Edge Network. Conduct technical diagnostics to resolve issues, gather information about customer and user incidents, and escalate to higher levels of technical support if needed. You will address complex technical issues and provide timely, effective solutions while considering the impact on customers' business operations. Identify patterns and trends in technical issues and suggest improvements to prevent reoccurrences.

Provide first-line support by handling customer and internal user requests via chat, email, and phone in English. Consult about products and services, such as CDN, Streaming, DNS and more. Resolve technical issues by providing technical diagnostics and collecting information about customer and user incidents, forwarding it to higher levels of technical support if needed.