Technical Support Engineer

Accountabilities

• Own technical support tickets end-to-end, investigating customer-reported incidents, troubleshooting issues, identifying root causes, and delivering effective solutions.


• Provide clear guidance on product functionality, configuration, best practices, and technical processes.


• Diagnose complex issues using Linux administration, system logs, monitoring tools, networking concepts, databases, APIs, and other troubleshooting techniques.


• Manage customer communication and provide timely, accurate updates in accordance with service-level agreements and quality standards.


• Collaborate with developers, product teams, account managers, and other technical stakeholders to resolve issues efficiently and escalate appropriately when required.


• Maintain accurate ticket records, documenting investigation steps, resolutions, and relevant technical information.


• Create and improve technical notes, knowledge-base articles, and troubleshooting documentation to strengthen team knowledge and reduce recurring issues.


• Stay current with the platform, related technologies, support processes, and emerging tools through training and self-directed learning.


• Contribute to operational projects and additional initiatives that improve support effectiveness, customer satisfaction, and team efficiency.


• Explore and apply AI tools where they can improve productivity, automate repetitive work, accelerate troubleshooting, or enhance technical documentation.

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, with 3+ years of experience in technical or support engineering.


• Strong hands-on experience with Linux system administration, particularly CentOS or RHEL environments.


• Practical networking knowledge, including TCP/IP, IP addressing and subnetting, routing, network configuration, and troubleshooting.


• Experience with relational databases such as PostgreSQL, MySQL, or Oracle, including strong SQL skills for query composition and analysis.


• Ability to interpret system logs and use monitoring and troubleshooting tools to identify and diagnose application or infrastructure issues.


• Familiarity with APIs and integrations, including REST, SOAP, JSON, XML, and XML-RPC, as well as authentication standards such as OAuth and SAML.


• Experience working in web hosting or similar infrastructure environments.


• Strong written and verbal English communication skills, with the ability to explain technical issues clearly to customers and collaborate effectively with distributed teams.


• Strong analytical, problem-solving, prioritization, and incident-management skills, with the ability to work independently in a remote environment.


• Experience with Java, Python, or C++ is a plus.


• Kubernetes experience is an additional advantage.


• A customer-focused mindset and willingness to continuously learn new technologies and improve established support practices.

• Remote-first work environment with globally distributed teams.


• Competitive compensation benchmarked against the markets where employees are hired.


• Flexible working arrangements within the core hours required by the team.


• Meaningful ownership of technical work and opportunities to grow into broader responsibilities.


• Professional development and continuous learning opportunities.


• Access to AI tools and encouragement to experiment with practical AI-driven approaches to everyday work.


• Inclusive, collaborative culture built around trust, respect, customer impact, and skills-based career growth.


• Support and reasonable accommodations throughout the hiring and employment process where required.


• Full-time employment with opportunities to contribute to a growing global technology organization.

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