Technical Support Engineer L2

Job Description:
Our company is seeking an experienced and dynamic professional to join our team as a Level 2 Customer Support Specialist. The role involves effectively resolving customer issues, ensuring customer satisfaction, and contributing to the continuous improvement of technical support procedures. The ideal candidate will ensure the smooth functioning of the support team through proactive follow-ups and efficient problem-solving.

Key Responsibilities:

• Architect, implement, and maintain servers, optimizing their performance.

• Administer Linux systems, virtualization technologies, and cloud platforms.

• Manage databases and web servers with advanced proficiency.

• Safeguard network integrity by applying advanced networking principles, including IP addressing, DNS configuration, and security protocols.

• Set up, configure, and manage hosting platforms such as cPanel, Plesk, and WHMCS.

• Manage SSL certificates and virtual host configurations.

• Apply advanced troubleshooting techniques to identify and resolve performance issues, server failures, and error messages.

• Communicate effectively with customers, respond to inquiries, and ensure timely and professional support.

• Provide technical assistance to customers, identify and troubleshoot server or hosting platform-related issues, and recommend solutions.

• Assist with hosting packages, domain registrations, DNS management, and related tasks.

• Track customer issues, provide updates, and manage the full resolution process.

• Analyze customer feedback and implement actions to enhance service quality.

Qualifications:

• Excellent written and verbal communication skills in English.

• Extensive hands-on experience and strong knowledge of Docker, Ansible, and CI/CD.

• Exceptional proficiency in Linux and Windows operating systems.

• Expertise in scripting languages such as Python and Bash for automation.

• Experience with relational databases (e.g., MySQL, MariaDB, PostgreSQL) and SQL administration.

• Experience setting up and managing hosting platforms (cPanel, Plesk, CuberPanel, HestiaCP, CWP, WHMCS).

• Knowledge of web server management (Apache, Nginx, LiteSpeed).

• Solid understanding of networking concepts including IP addressing, DNS management, and security protocols.

• Excellent communication, collaboration, and problem-solving skills.

• Strong analytical ability for diagnosing and resolving complex performance issues.

• Commitment to continuous learning and staying current with evolving technologies.