Web Hosting Technical Support Specialist (L2) Position

The Web Hosting Technical Support Specialist (L2) will provide advanced technical assistance to customers, resolving complex issues related to web hosting services via phone, email, and live chat. This role requires in-depth knowledge of web technologies, control panels, and common troubleshooting methodologies to ensure customer satisfaction and service continuity. The specialist will also escalate unresolved issues to the Systems Administration team when necessary and contribute to knowledge base articles. Key responsibilities include:

Provide expert technical support for web hosting services, including domain registration, DNS, email, FTP, and SSL.

Troubleshoot website errors, server-side issues, and performance problems.

Assist customers with common control panel tasks (cPanel, Plesk) and website application installations (WordPress, Joomla).

Diagnose and resolve security-related issues and advise on best practices.

Educate customers on various hosting features and solutions.

Accurately document customer interactions and technical resolutions.

Collaborate with the Systems Administration and Development teams for complex problem resolution.

Contribute to the creation and maintenance of customer-facing knowledge base articles and internal documentation.

Neque architecto conQualifications Required:

Associate's or Bachelor's degree in a technical field or equivalent practical experience.

2-4 years of experience providing technical support in a web hosting or ISP environment.

Strong understanding of web hosting technologies (HTTP/S, FTP, SMTP, DNS).

Proficiency in administering common hosting control panels like cPanel or Plesk.

Familiarity with content management systems (CMS) like WordPress.

Basic knowledge of Linux command line and web scripting languages (PHP, HTML, CSS).

Excellent written and verbal communication skills in English.

Strong problem-solving and customer service skills, with a patient and empathetic approach.