Technical Support Engineer – xCloud Hosting
At Startise, we're hiring a Technical Support Engineer for the xCloud Hosting team. You will be the point of contact for xCloud customers, guiding them through the platform, fixing WordPress and server issues, and handling domain, DNS and SSL setup with confidence. You own each case end to end: reading logs over SSH when the dashboard is not enough, fixing the problem, and documenting what happened so the same issue does not come back.
Location: Bangladesh(Dhaka) only.
Hybrid, with a mix of remote and office days in Dhaka during probation period.
Shift: Night shift(2:00 AM to 10:00 AM) Bangladesh time after successful probation period of 3 months, covering our US and European customers' business hours, as part of an international support roster with occasional weekend or holiday coverage.
Please confirm you can work this schedule before applying.
Salary: BDT 50,000 to 65,000 per month, based on experience.
About xCloud
xCloud is an all-in-one hosting platform for WordPress, PHP, Laravel, Node.js and Docker. Spin up a production-ready server in one click, or connect your own Ubuntu server on AWS, GCP, DigitalOcean, Hetzner, Vultr, Linode or any other provider. Deploy a WordPress site, paste a Git repository and let xCloud detect the app and take it live, or pick from 500+ one-click apps including n8n, Ollama, OpenWebUI, Vaultwarden and more.
Choose Nginx, OpenLiteSpeed or Docker stacks, fully managed or self-managed.
Every server comes with 130+ built-in features: free SSL, DNS and Cloudflare integration, server and edge caching with xSpeed Cache, 7G/8G firewall and Patchstack security, automated backups, staging, live monitoring, broken link and file integrity checks, team access controls, a reseller and white-label panel, and a Public API. The xCloud MCP server and AI Agent Skills let Claude, Cursor, Codex and other AI assistants manage your servers and sites directly, so you can run your infrastructure by describing what you want.
xCloud is built by WPDeveloper, the team behind Essential Addons, BetterDocs and other WordPress products used on millions of sites.
Key Responsibilities
- Serve as the first point of contact for customers via Live Chat, Tickets, Email and Premium Slack. Maintain end-to-end case ownership and meet first-response and resolution SLAs. Priority goes to outages and hacked sites.
- Troubleshoot WordPress issues: plugins, themes, conflicts, caching, page builders, fatal errors, and database problems.
- Troubleshoot server and stack issues: 502 and 500 errors, PHP-FPM exhaustion, failed provisioning, SSL and DNS failures, failed migrations, and failed Git deployments for Laravel and Node.js apps.
- Work directly on customer servers over SSH: read NGINX, PHP-FPM, MySQL and system logs, restart services, adjust firewall and fail2ban rules, and run verified reboots.
- Guide customers through the xCloud platform: site creation, backups and snapshots, access control, pointing DNS to xCloud, enabling SSL, and basic Cloudflare and CDN settings.
- Perform site and server migrations to xCloud, including sites with broken sources, custom table prefixes or large databases.
- Respond to abuse reports from hosting providers: verify the report, contain the server, and work with the customer to clean up a compromised site.
- Handle billing and account questions, and route refunds, credits and plan changes to the right team.
- Follow SOPs and runbooks. When a case has no runbook, write one.
- Convert recurring issues into reproducible bug reports for QA and Engineering, with logs, screenshots or short repro videos, and into feature or UX requests where a product change would remove the ticket entirely.
- Use AI assistants and the xCloud MCP server to investigate issues faster, and verify what the AI tells you before acting on it.
- Write and maintain knowledge base articles and short technical posts. Keep ticket notes and shift handovers crisp.
Requirements
- 2 to 4 years in technical support or customer-facing engineering for a hosting or infrastructure product. WordPress experience is a strong plus.
- Strong Linux on Ubuntu or Debian: SSH, SFTP, file permissions, systemd, cron, disk and memory diagnosis.
- Solid LEMP knowledge: NGINX configuration, PHP-FPM pools and worker tuning, MySQL or MariaDB troubleshooting including imports, corrupted tables and connection errors.
- Deep WordPress troubleshooting: plugins and themes, database and file structure, wp-config.php, WP-CLI, caching conflicts and page builders.
- Web fundamentals: DNS, SSL and TLS, Cloudflare and CDN, SMTP and Postfix, HTTP status codes and headers.
- Log analysis across NGINX, OpenLiteSpeed, PHP, application and system logs, and the discipline to read logs before changing anything.
- Caching: page caching, Redis object caching, and how to tell which layer is serving a stale page.
- Comfortable using AI assistants such as Claude, Codex or Cursor in daily work, including MCP-connected tools.
- Excellent written and spoken English. You can explain a server problem to a non-technical customer without talking down to them.
- Calm and analytical under pressure. You never reboot a server to see what happens.
Preferred / Bonus Skills
- OpenLiteSpeed and Apache administration.
- Laravel or Node.js build and deploy workflows, Git, staging and production flows.
- Docker in production, including docker-compose troubleshooting.
- AWS or GCP beyond spinning up a VM: networking, security groups, IAM.
- Kubernetes basics.
- Self-hosted LLM stacks such as Ollama and OpenWebUI.
- n8n or other workflow automation.
- WordPress performance work: GTmetrix, Core Web Vitals, WAF tuning (7G/8G).
- Experience in 24/7 operations or high-availability environments.
Qualifications
- Bachelor's degree in Computer Science, Software Engineering or a related field, or equivalent practical experience.
- Self-motivated and effective working independently on shift, using modern remote tools.
How we hire
1. Application review.
2. Practical assessment. You will provision a small VM at your own cost, roughly $5, connect it to xCloud, break and fix a WordPress site, and connect an AI client to the xCloud MCP server, recording short narrated videos of each task. xCloud itself is free for the assessment.
3. Technical interview with the xCloud Core team.
4. Final conversation with the team lead.
How to apply
[Link or email.] Tell us in a few lines about the hardest hosting problem you have solved and how you found the cause.
