Technical Support Specialist

What You'll Do & How You'll Make Your Mark.

• Participate in 24x7 shifts.
• Investigate escalated technical cases, providing technical analysis and planning assistance as required.
• Refine and establish policies and procedures for the customer support team to follow.
• Implement fixes or upgrades across our technological stack.
• Resolve issues flagged by our monitoring and alerting systems, taking steps to prevent recurrence.
• L1/L2 Support ownership of all hosting products (cpanel/plesk/vps/cloud/dedicated).
• Develop tools and scripts that: 1) Enable customer support teams to resolve issues independently and swiftly. 2) Automate repetitive tasks and preemptively resolve customer issues.
• Offer technical expertise across departments to assist where required.
• Manage and configure virtual and dedicated servers.
• Handle incident response, troubleshooting and fix for various products/services.
• Handle escalations as per policies/procedures.
• Get different internal/external groups together to resolve production site issues effectively.
• Communicate clearly on tickets, phone calls made to the team about various issues.
• Ensure SLA's and Operational standards are met.
• Raise tickets to different internal groups to resolve recurrent problems, alerts and follow up on escalated issues.
• Liaison with engineering teams for RCA's, permanent resolutions on issues affecting production sites.
• Contribute to Operations handbook.
  
   

Who You Are & What You'll Need to Succeed.

• Proficient in English, both written and spoken.
• Possess strong communication skills and a strong customer-focused mindset.
• Bring 2 years of experience in a similar role, preferably in the hosting industry.
• Have in-depth knowledge of cPanel, WHM, Email, FTP, SSH, Linux, WordPress and Magento, including command-line operations.
• Predisposed to action - you just start doing and exhibit a strong sense of ownership.
• Open and honest with yourself. You're transparent, you give and take feedback,
• communicate clearly, and keep your promises.
• Enthusiastic about helping others and believe that success only comes when we work together.
• A lifelong learner, never satisfied by what you know and always eager to learn more and get involved.