Hosting Support Team Lead for GoDaddy

Position Overview:
 

Hosting Support Team Lead makes sure his team delivers premier world class support. Support Engineers perform a variety of tasks to support GoDaddy customers via email, tickets and chat by analyzing customer systems with company software or diagnosing system specific issues, resolving those issues, educating the customer regarding solutions, best practices and/or then verifying and reporting defects. Hosting Support Team Lead will work closely with the internal GoDaddy departments and will be involved in maintenance of internal and public knowledge base.
 

Essential Functions:
 

• Technical Performance:

Level 3+ Support with a team around the world to help use GoDaddy products most effectively.
 

Answer customer requests, investigate the reported issue, provide causes and resolutions, fix errors, or help customers to solve them.

 

• Maintains a high level of productivity reflective of the expectations set by the department handbook
   
• Maintenance of internal and external knowledge base on company’s products and troubleshooting procedures
• Adheres to the policies and procedures of the Company
• Maintains a consistent, core daily schedule to ensure efficient operations
• Continuously improving expertise in hosting, virtualization and related technologies
• Work with GoDaddy experts inside and outside the company to make our products even better
  
   
• Interviewing, mentoring and training of existing and new team members

Eligibility Requirements:
 

• 5+ years experience in system administration of Linux and Windows servers, as a DevOps or in a similar profession, or a related certification (RHCSA)
• Mentoring experience
• Must know LAMP/LEMP
• Knowledge of networks and cloud computing
• Firm understanding of WWW (domains, DNS, servers, web caching, etc.)
• cPanel Experience
• WordPress/web hosting experience
• WordPress core, themes, and/or plugin experience
• HTML, CSS, and PHP/MySQL debugging experience
• Familiarity with JSON, YML, and/or Linux command line
• You speak English well, and any other language is an advantage
• Desire to grow as an IT professional with focus on advanced/expert Linux knowledge.

Qualifications:
 

To succeed in this position, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required.

• Oral Communication - able to speak clearly and effectively in positive or negative situations to both customers and co-workers
• Written Communication - able to communicate effectively in all written work, utilizing proper grammar, spelling, and punctuation
• Time Management - ready to use time effectively in an unsupervised fashion, pursuing other skill-building or project-oriented activities when regular duties have reduced volume; able to complete assigned projects in a timely manner
• Adaptability - able to adapt to changes in the work environment, manage competing demands and react appropriately with frequent changes, delays or unexpected events impacting schedule expectations
• Problem-solving skills - able to gather and analyze information skillfully, identify and resolve issues promptly, and regularly apply independent judgment when making decisions.
• Interpersonal skills - able to interact with both co-workers and customers in a courteous, professional, and effective manner both in person and in digital communications
• Customer Service Requirements - customer engagement skills which include:
  - Ability to explain technical issues clearly and with sufficient detail while adapting communication according to the technical ability of the customer
  - Understanding that everything we communicate to the customer makes a difference in making the customer happy
  Positive and friendly attitude, even when communicating with demanding customers, or customers lacking technical experience
  Ability to acknowledge limits in knowledge and seek assistance proactively as-needed