Technical Support IV Agentic

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support IV Agentic based in India.** This role sits at the forefront of next-generation hosting infrastructure supporting AI-driven and agentic applications. You will own highly complex technical escalations across VPS, dedicated servers, and advanced hosting environments. The position combines deep Linux expertise with modern development technologies, containers, APIs, networking, and performance engineering. You will work closely with Product and Engineering teams to support emerging platforms and shape new approaches to agentic hosting. Beyond resolving individual customer issues, you will identify recurring problems and help drive systemic fixes and product improvements. As a senior technical escalation point, you will also mentor other support engineers and elevate troubleshooting capabilities across the organization. This is an opportunity to solve challenging problems where established playbooks may not yet exist—and create the documentation and practices that define them. ### Accountabilities - Own and resolve the most complex technical escalations across VPS, dedicated hosting, and advanced hosting environments from initial investigation through final resolution. - Troubleshoot sophisticated Linux system issues involving AlmaLinux, CentOS, or similar platforms, including performance, networking, system configuration, and infrastructure problems. - Support modern development stacks and customer workloads built with technologies such as Node.js, Next.js, and containerized applications. - Diagnose and resolve issues involving DNS, networking, web hosting infrastructure, security, system performance, and application behavior. - Work closely with Product and Engineering teams on emerging platforms, automation technologies, agentic tooling, and next-generation hosting capabilities. - Act as the primary technical escalation point for Tier 3 support teams, providing advanced troubleshooting guidance and helping engineers resolve challenging issues. - Mentor and coach support engineers by sharing technical knowledge, investigation techniques, and effective troubleshooting practices. - Identify recurring customer issues and patterns, translating those insights into systemic fixes, automation opportunities, or product improvements. - Create, maintain, and improve internal technical documentation, troubleshooting guides, playbooks, and best practices. - Develop new support procedures for emerging technologies and scenarios where established playbooks do not yet exist. - Communicate technical findings clearly to customers, engineers, product managers, and other stakeholders, adapting the level of detail to the audience. - Contribute to improving the overall quality, scalability, and effectiveness of technical support for modern hosting and AI-enabled workloads. ## Requirements - Deep hands-on experience with Linux system administration, particularly AlmaLinux, CentOS, or comparable Linux distributions. - Strong understanding of web hosting infrastructure, including DNS, networking, security, system administration, and performance tuning. - Practical experience supporting modern development stacks and developer workflows, particularly Node.js and Next.js. - Strong troubleshooting and problem-solving abilities across operating systems, applications, networks, and hosting infrastructure. - Familiarity with containers, APIs, and modern application architectures; exposure to AI-driven, automated, or agentic application patterns is a strong advantage. - Ability to investigate complex technical problems independently, determine root causes, and develop solutions even when established procedures are unavailable. - Strong customer-facing and interpersonal communication skills, with the ability to explain complex technical issues clearly to both technical and non-technical stakeholders. - Demonstrated ability to work effectively with engineering, product, and support teams in a fast-moving technical environment. - Experience mentoring or providing technical guidance to other support engineers is highly valuable. - A proactive mindset focused on identifying recurring issues, improving processes, creating documentation, and preventing future problems. - Ability to adapt quickly to emerging technologies, frameworks, and infrastructure patterns. ## Benefits - Flexible work environment with opportunities for remote, hybrid, or office-based work depending on role and business requirements. - Strong focus on work-life balance and employee well-being. - Health insurance options through established insurance providers. - Education and professional certification sponsorship opportunities. - Flexible leave options to support personal time and individual needs. - Learning and development opportunities to expand technical and business knowledge. - Mentorship and opportunities to take on new challenges and grow your career. - Diverse and inclusive workplace culture focused on belonging and authentic participation. - Access to 20+ employee affinity groups and global networking opportunities. - Opportunity to work with emerging technologies and AI-driven, agentic hosting workloads. - Exposure to complex technical challenges and cross-functional collaboration with Product and Engineering teams.