Description

At Startise, we are looking for a dynamic and experienced Technical Support Engineer to join our xCloud team. We need someone who has proficiency in hosting and server management and can effectively help customers with their queries to improve their experiences. If you have a passion for content writing and are ready to take on this exciting opportunity, we encourage you to apply now!

JOB REQUIREMENTS:

Technical Skills: 

• Proficiency in WordPress, Shopify, and SaaS applications.
• Proficient in the LEMP stack, including NGINX, MySQL/MariaDB, PHP, and experienced in caching (object and page), with a strong understanding and practical knowledge.
• Familiarity with DNS, SSL, and CDN configurations. 
• Knowledge of SSH and Linux command line operations.
• Proficient understanding of WordPress, including plugins and themes.
• Familiarity with WordPress database structure, file/directory structure, wp-config.php directives, and other common WordPress topics.
• Understanding of file systems and tools for remotely managing files and content via SFTP and SSH access.
• Understanding of core error codes associated with web hosting (e.g., 404).
• Experience with WP-CLI is preferred.
   

Communication Skills:

• Excellent verbal and written communication skills in English.
• Ability to articulate technical concepts to non-technical users.
   

Customer Focus:

• Strong commitment to customer satisfaction and the ability to empathize with clients' concerns.
   

Proactive Approach:

• Proven ability to take initiative and address potential issues before they become critical.
   

Remote Work Skills:

• Self-motivated and capable of working independently in a remote setting.
• Comfortable using remote collaboration tools for communication and project management.
   

Problem-Solving Skills:

• Strong analytical and problem-solving skills with the ability to think critically under pressure.
   

Experience:

• 1-2 years of experience in technical support or customer service positions.
• Experience working in the web hosting industry is a plus.

Job Responsibilities

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