Customer Support Technician

Job description

🚀 JOIN A GROWING TECHNOLOGY TEAM Our client is a fast-growing technology company providing latency-sensitive VPS, dedicated hosting, and colocation solutions to a global customer base, primarily supporting FX brokers and retail traders. They are looking for an assertive and technically curious Customer Support Technician who enjoys solving technical problems, working directly with customers, and growing their expertise across infrastructure, networking, and systems. 📍 Location: Fully Remote 🕐 Schedule: Monday–Friday, 06:00–14:00 BST (UTC+1) This is a hands-on support role where you'll provide 1st and 2nd line technical support, including handling Tier 2 escalations when appropriate. You'll troubleshoot real-world software, hardware, VPS, connectivity, and networking issues while taking ownership of customer problems from initial report through resolution. 🛠️ WHAT YOU'LL DO - Provide prompt, professional technical support via email, live chat, Slack, ticketing systems such as WHMCS, and rarely by phone - Provide 1st and 2nd line technical support and handle Tier 2 escalations when appropriate - Troubleshoot VPS connectivity, remote access, operating system, software, hardware, and networking issues - Diagnose and resolve technical issues efficiently while meeting committed SLAs and response times - Investigate issues by collecting relevant technical information such as IP addresses, error messages, screenshots, system details, and connection data - Manage multiple customer inquiries simultaneously while maintaining accuracy and a high level of customer satisfaction - Proactively monitor open issues and follow up with customers to ensure problems are fully resolved - Guide customers through the installation, configuration, and use of products and services - Explain technical concepts, troubleshooting steps, and recommended solutions clearly to both technical and non-technical users - Escalate complex technical issues to senior technicians with complete diagnostic information and documented troubleshooting steps - Work closely with the wider IT team to resolve more advanced technical problems - Follow established processes, procedures, and troubleshooting documentation, while identifying opportunities to improve them - Create and maintain knowledge base articles, troubleshooting guides, technical documentation, and internal processes - Track customer interactions, troubleshooting steps, issues, and resolutions accurately - Collect and relay customer feedback to help improve products, services, and support processes - Assist with IT projects and technical initiatives as assigned - Participate in rotating on-call coverage for internal and customer production issues - Support sales inquiries by providing technical guidance and product-related information when needed 🎯 WHAT YOU'LL BRING - Experience in technical customer support, IT support, help desk, or a similar role - Strong troubleshooting and problem-solving abilities - Excellent written and verbal English communication skills - A proactive attitude and a genuine interest in helping customers solve technical problems - Patient, professional, and empathetic approach when working with customers - Ability to communicate effectively with customers with different levels of technical knowledge - Ability to manage multiple customer inquiries simultaneously while maintaining accuracy and customer satisfaction - Strong organizational skills and the ability to prioritize tasks, meet deadlines, and respond promptly to customers - Ability to work independently while collaborating effectively with a technical team - Ability to clearly document troubleshooting steps, processes, instructions, and resolutions - Experience working with ticketing or customer support platforms such as WHMCS, Jira, Zendesk, ServiceNow, or Freshdesk - Ability to gather and document complete diagnostic information before escalating technical issues - Comfortable following established processes while proactively looking for ways to improve them - Willingness to continuously learn new technologies, processes, and technical skills - An assertive, adaptable, and growth-oriented mindset with a strong desire to develop within a technical environment 💻 TECHNICAL KNOWLEDGE — NICE TO HAVE - Experience supporting Linux servers, particularly Ubuntu or Debian - Knowledge of Windows Server 2019/2022 - Experience supporting and troubleshooting various Linux-based systems - Basic understanding of networking protocols and fundamentals, including: - TCP/IP - DNS - DHCP - VPN - VLANs - Firewalls / ACLs - Switching - Experience working in a fast-paced IT environment - Previous experience in financial services, FX, trading, or similar environments is a plus - Relevant certifications such as CompTIA A+, Network+, Security+, or Server+ are a plus WHY THIS ROLE? - Work with a global customer base across the financial and FX industry - Get hands-on exposure to latency-sensitive VPS, dedicated hosting, Linux, Windows, networking, and infrastructure - Solve real technical challenges rather than following a purely scripted support process - Work with customers ranging from technical professionals to non-technical users - Join a team that values continuous learning, ownership, and technical growth - Work closely with experienced technical team members and expand your responsibilities - Develop deeper expertise across systems, networking, hosting, and infrastructure - Join a growing company with opportunities to take on more responsibility as the team and technology environment expand 🌐 ABOUT THE ENVIRONMENT Our client provides latency-sensitive Dedicated/VPS hosting and colocation services primarily to FX brokers and retail traders across global financial markets. The company currently operates infrastructure in New York and London, with plans to expand into Asia in the future. The forex market operates 24 hours a day, six days a week across major financial centers worldwide, so support operations are aligned with extended market hours to ensure timely customer assistance. The role therefore includes rotating on-call coverage for internal and customer production issues. If you're an assertive, technically curious support professional who enjoys troubleshooting, helping customers, learning new technologies, and continuously improving your technical skills, this could be a great next step.