L2 Support Specialist (offline)

Position Overview:
Level II (L2) Technicians are responsible for resolving incidents and fulfilling requests escalated to the Advanced Technical Team. L2 Technicians will collaborate with front line support staff (L1) to deliver an excellent support experience to all A2 Hosting clients. L2 Technicians are expected to act as an intermediary between the Support Team and the Administrators Team, constantly providing feedback that will help improve service reliability.
Expectations:
- Provide an excellent level of support via email and phone using strong written and verbal communication skills. (English - Upper-Intermediate and above)
- Ability to demonstrate a high level of empathy, tact, and persistence when faced with complex technical and non-technical issues.
- Resolve escalated cases from front line staff with a high sense of urgency.
- Provide guidance and act as a mentor to front line staff.
- Troubleshoot issues involving common web applications (Joomla, Wordpress, Drupal, etc.)
- Troubleshoot issues involving a variety of systems including DNS, Apache, MySQL, cPanel, and others.
- Collaborate with management and the sysadmin team to solve complex technical issues.
- Identify potential issues and provide a constant feedback loop to the sysadmin team.
- Assist technical writers by acting as a subject matter expert on technical subjects.
- Strong willingness and ability to work in a team.
- Must be able to work at least one weekend day (Sat or Sun) and state holidays.
- Reliable internet connection and personal computer, the ability to find backup solutions if needed.
Qualifications:
- 1+ years of previous experience in the web hosting industry.
- Previous experience with Cloudlinux / cPanel hosting environments.
- Mastery of the Linux command line.
- Experience with optimizing PHP, MySQL, and Apache configurations.
- Familiarity with various hypervisors and the ability to customize the virtual environment to meet clients’ needs.
- Ability to troubleshoot and resolve issues across the LAMP stack.
- Proven track record of providing creative solutions to complex technical problems.
- Experience using and administrating R1 backup software.
- Ability to identify and help mitigating malware, spam, and other common security problems.
- Familiarity with commonly used server applications, APF, CSF, Mod_sec, etc.
Nice to have:
- RHCSA
- Linux+
- cPanel University Certification
Benefits and Perks:
Let’s talk about some perks. Our goal is to be a preferred employer. Here are some benefits we offer. We are always looking for new perks. Bonus points if you suggest something at your interview!
- The ability to work from home, this position is 100% remote.
- Competitive base compensation in USD.
- Paid Time Off (PTO) bank of hours to be used for vacations, holidays and sick time.
- Paid parental leave after 90 days.
- Bonus eligibility after 90 Days.
- Annual company events such as a summer BBQ, holiday parties, events, and conference attendance.
- Healthy team culture and collaborative work environment
- Great management with no bureaucracy
- Bonus for referring friends (referral program)

About A2 Hosting

We are A2 Hosting, a global web hosting provider. We offer web hosting services that allow our clients to showcase their creativity and talents online. We have a growing global team with a strong culture of empowerment and professional development.

Company website:
https://www.a2hosting.com/