Job Description

At Startise, we are looking for a dynamic and experienced Technical Support Engineer to join our xCloud team. If you have a passion for server management, hosting, and WordPress, and you’re eager to help customers troubleshoot and resolve issues effectively, we encourage you to apply! This is a remote position, allowing you the flexibility to work from anywhere while delivering exceptional support.

Note: This job post is for candidates who are living outside of GMT +6 Timezone. So, if you are living in GMT +6 timezone, and apply here, you will be automatically rejected. Please refer to other suitable job posts on our website. 

JOB REQUIREMENTS:

Technical Expertise

- Proficiency in hosting environments, specifically NGINX, LiteSpeed (OLS) or APACHE..

- Strong knowledge of the LEMP stack: Linux, NGINX, MySQL/MariaDB, PHP.

- Experience with WordPress debugging, including core file structure, wp-config.php, and database management.

- Familiarity with caching mechanisms (e.g., Redis Object Cache, page caching plugins).

- Hands-on experience with DNS management, SSL configurations, and CDN integration.

- Advanced knowledge of SSH, Linux command line, and SFTP operations.

- Experience using tools like WP-CLI for WordPress management.

Customer-Centric Problem Solving and Proactive Support

- Exceptional verbal and written communication skills in English.

- Ability to explain technical concepts to non-technical users with patience and clarity.

- Commitment to delivering unparalleled customer satisfaction.

- Ability to take ownership of customer issues and see them through to resolution.

- A proactive approach to identifying potential problems and preventing them before they escalate.

- Strong analytical and critical thinking skills under pressure.

Experience and Qualifications

- 2+ years of experience in technical support, preferably in the web hosting industry.

- Extensive experience with WordPress, including plugins, themes, and optimization.

- Familiarity with tools like Cloudflare and advanced DNS settings.

- Experience with live chat and helpdesk tools.

Key Responsibilities

- Serve as the first point of contact for customers, providing top-notch support through live chat, tickets, and collaboration tools like Slack.

- Troubleshoot and resolve a wide range of WordPress-related issues, including plugin conflicts, theme errors, and performance optimization.

- Assist customers with DNS, SSL, and CDN configurations, as well as SSH/SFTP file management.

- Help customers migrate their WordPress sites to xCloud, ensuring smooth transitions.

- Identify recurring customer issues and advocate for new features or improvements with the development team.

- Write and maintain knowledge base articles and technical blog posts to empower users and share knowledge.

- Provide a "WOW!" experience to customers by going above and beyond to solve their challenges.

- Follow standard operating procedures (SOPs) and escalate unresolved issues to internal teams when necessary.

Startise is dedicated to providing industry-leading WordPress hosting solutions with a focus on customer satisfaction. As part of the xCloud team, you’ll play a critical role in delivering outstanding support and ensuring our customers’ success. Join us and make a difference in the WordPress hosting industry!

Customer Support:

• Respond to customer inquiries and technical issues promptly and professionally.
• Assist clients with both pre-sales queries and technical support issues related to our WordPress, Shopify, and SaaS applications.
• Provide clear and concise instructions to clients, guiding them through problem resolution.

Technical Expertise:

• Utilize your in-depth knowledge of web development to troubleshoot and resolve technical issues efficiently.
• Collaborate with the development team to escalate complex technical issues and provide detailed feedback.

Communication:

• Communicate effectively with clients, both verbally and in writing, ensuring a high level of professionalism and customer satisfaction.
• Conduct scheduled meetings with clients to address their concerns, provide updates, and gather feedback.

Documentation:

• Create and maintain detailed documentation for common issues, solutions, and best practices.
• Contribute to the development of knowledge base articles to empower customers to find solutions independently.

Proactive Support:

• Identify potential issues before they escalate and proactively address them.
• Stay updated on industry trends, product updates, and customer feedback to continuously improve the support process.

Perks & Benefits That You Will Get:

• Competitive Salary & regular appraisal 
• Yearly Profit Share as you contribute to the growth
• Training and learning materials to improve skills
• Scholarship to attend WordCamps out of the country
• Yearly Team Retreat (Out of the city/country)
• Yearly Family Day (We invite all of your family members)
• Two festival bonuses per year
• Free breakfast, lunch, amazing coffee, tea and snacks
• Maternity and paternity leave for all employees
• Conference leave as we encourage you to attend events
• Marriage Leave as we want you to celebrate all special occasions
• If you get married (for the first time :D) after being permanent, we will sponsor your honeymoon
• Monthly lunch or dinner buffet with the entire team
• Sports Facilities (We are Cricket Fan, with a good team)
• Friendly Environment, and No bossing around
• Accommodation Facility, we have a 4500 sqft 2-storied dorm for our team members