Technical Support Operator

About This Role

Join KnownHost's 24/7/365 helpdesk as a Technical Support Operator and become the frontline champion of exceptional customer experience. If you've experienced poor web hosting support and vowed to do better, this is your opportunity to make a difference. You'll be responsible for exceeding customer expectations daily, troubleshooting complex hosting issues, and ensuring our customers receive world-class support.

Key Responsibilities

• Provide technical support via email, live chat, and occasional phone support to customers worldwide
• Troubleshoot email delivery issues including POP3, IMAP, and SMTP protocols
• Diagnose and resolve cPanel, Plesk, and DirectAdmin control panel issues
• Troubleshoot DNS, FTP, SSL, and Apache-related service problems
• Support customer website applications including WordPress, Drupal, Magento, and other platforms
• Assist with MySQL database operations including imports, dumps, and query troubleshooting
• Manage multiple customer requests efficiently while maintaining exceptional service quality
• Gather complete error information from customers and derive problem context from limited information

Required Skills & Experience

• Expert-level Linux/Unix knowledge with proficiency in bash shell scripting
• Deep understanding of web hosting infrastructure and protocols
• Hands-on experience with Apache, PHP, MySQL, DNS, and FTP
• Mandatory knowledge of at least one control panel: cPanel/WHM, Plesk, or DirectAdmin
• Excellent written English for primary email-based support
• Strong troubleshooting and analytical abilities
• Ability to perform well under pressure during critical incidents
• Superior customer service mindset with willingness to go above and beyond

Preferred Qualifications

• Working knowledge of PHP, Python, Perl, or Ruby on Rails
• Experience with firewall management tools (CSF, APF, iptables)
• Familiarity with popular CMS and e-commerce platforms
• Experience with MySQL commands for support and troubleshooting

Why Join KnownHost?

KnownHost is committed to attracting and retaining extraordinary talent. We treat our team members like VIPs with competitive compensation, comprehensive benefits, and a workplace culture that values excellence.

• Competitive hourly pay based on experience
• Comprehensive health, dental, and vision insurance plans (US-based employees)
• Flexible scheduling with paid vacation benefits
• Additional perks and benefits package
• Day shift positions available (CST timezone preferred)

This is a full-time remote position ideal for candidates who are passionate about web hosting technology and committed to delivering exceptional customer service. If you live and breathe web hosting and take pride in solving complex technical problems, KnownHost is your next home away from home.