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HostPapaTechnical Support Engineer
HostPapa is currently hiring a remote Technical Support Engineer to join its global, remote-first team. This position is part of CloudBlue, a business unit operating under…
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About This Role
HostPapa is currently hiring a remote Technical Support Engineer to join its global, remote-first team. This position is part of CloudBlue, a business unit operating under Managed.com that offers cloud-commerce solutions to major telecommunications companies, distributors, and managed service providers. The person in this role will take charge of customer-facing incidents affecting the cloud-commerce platform, assisting both providers and end-users with operational challenges. Daily responsibilities center on managing service desk…
Job Description
HostPapa is currently hiring a remote Technical Support Engineer to join its global, remote-first team. This position is part of CloudBlue, a business unit operating under Managed.com that offers cloud-commerce solutions to major telecommunications companies, distributors, and managed service providers. The person in this role will take charge of customer-facing incidents affecting the cloud-commerce platform, assisting both providers and end-users with operational challenges.
Daily responsibilities center on managing service desk tickets from start to finish, with occasional phone escalations. Practitioners will answer usage questions, investigate platform faults, perform diagnostics, and coordinate with developers, product groups, and account managers to secure timely fixes. The position suits professionals who combine solid technical foundations with customer service skills, aiming to maintain high standards of quality and user satisfaction.
Managed.com operates as an umbrella organization for technology, infrastructure, and channel commerce brands including HostPapa, ColoCrossing, Hostopia, CloudBlue, and LogoMaker. The company promotes an AI-first approach across all functions, giving employees access to specialized tools and opportunities for professional development. Team members enjoy scheduling flexibility around core hours and professional growth prospects within a trust-based culture.
Responsibilities
- Address how-to inquiries and advise customers on best practices regarding product configuration and features
- Investigate reported technical faults, execute troubleshooting steps, and isolate root causes
- Apply established documentation and procedures to resolve problems
- Partner with developers, account managers, and product groups to ensure timely issue resolution
- Track workload efficiently and deliver clear, prompt updates to customers meeting established SLAs
- Maintain accurate records by logging, updating, and closing support tickets
- Write technical notes and knowledge base articles detailing troubleshooting methods
- Meet internal targets for quality and customer satisfaction
- Keep skills up to date through self-learning and training on relevant technologies
- Complete additional tasks and projects assigned to fulfill business objectives
Requirements
- Three or more years of experience in support engineering
- Proficiency in Linux system administration specifically with CentOS or RHEL
- Hands-on background in network configuration and troubleshooting, including TCP/IP, IP addressing, subnetting, and routing
- Competence working with PostgreSQL, MySQL, or Oracle alongside strong SQL query composition and analysis skills
- Ability to parse system logs and utilize monitoring and diagnostic instruments
- Familiarity with APIs and integrations like REST, SOAP, JSON, XML, and XML-RPC
- Knowledge of authentication standards including OAuth and SAML
- Practical experience operating within web hosting environments
- Strong English communication skills with the capability to function both autonomously and cooperatively
Qualifications
- Bachelor degree in Computer Science or a related Engineering discipline
- Experience programming in Java, Python, or C++
- Familiarity with Kubernetes
Core Skills
Benefits
- Remote-first work environment spanning multiple countries
- Competitive pay benchmarked against local hiring markets
- Professional development support and ownership of assigned work
- Schedule flexibility around required team core hours
- Access to AI tools with room for experimentation
Frequently Asked Questions
Is this position remote?
Yes, this is a remote-first role with team members located across various countries. The posting specifies that the job is anticipated to be performed outside of Ontario.
What is the employment type?
The source posting does not explicitly specify whether the employment type is full-time or part-time.
What salary does this role offer?
The specific salary is not stated in the job posting, though the company notes that pay is competitive and benchmarked against local hiring markets.
What educational background is required?
Candidates must have a Bachelor degree in Computer Science or a related Engineering field, combined with three or more years of support engineering experience.
Sample Interview Questions
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