HostPapa

Technical Support Engineer

HostPapa

full-time

Posted on:

Origin:  • 🇨🇦 Canada

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Job Level

Mid-LevelSenior

Tech Stack

CloudJavaKubernetesLinuxMySQLOraclePostgresPythonSOAPSQLTCP/IP

About the role

  • Take ownership of customer-impacting incidents on our cloud-commerce platform, supporting both providers and end customers
  • Manage tickets end-to-end, primarily through the service desk with occasional phone escalations
  • Provide guidance to customers by answering how-to questions and recommending best practices for product functionality and configuration
  • Investigate reported technical issues, perform troubleshooting, and determine effective solutions and root causes
  • Resolve issues by following established procedures and documentation
  • Collaborate with developers, account managers, and product teams to ensure timely resolution of reported issues
  • Manage workload effectively and provide prompt, accurate updates to customers in line with SLAs
  • Log, update, and close all tickets accurately in the tracking system
  • Document troubleshooting steps and solutions as technical notes and knowledge base articles
  • Adhere to standards for quality and customer satisfaction
  • Stay current on products, related technologies, and processes through training and self-learning
  • Support other tasks or projects as assigned to meet team and business needs

Requirements

  • Bachelor’s in Computer Science or related Engineering and 3+ years in support engineering
  • Strong Linux system administration (CentOS/RHEL)
  • Hands-on network configuration/troubleshooting; solid TCP/IP, IP addressing/subnetting, and routing
  • Experience with PostgreSQL/MySQL/Oracle; strong SQL (query analysis & composition)
  • Ability to read system logs and use monitoring/troubleshooting tools
  • Familiarity with APIs and integrations (REST, SOAP, JSON, XML, XML-RPC) and authentication standards (OAuth, SAML)
  • Relevant experience in web hosting environments
  • Strong English communication skills, with the ability to work independently and collaboratively
  • Experience with Java, Python, or C++ is a plus. Kubernetes experience is an asset.