L2 Support Specialist - Linux - Remote

A2 Hosting is currently looking for Level 2 Support Specialists to join our team! The Support Specialist is responsible for functioning as a mentor and swarm team leader to our Support Generalists. As a highly skilled team member in the Support department, the Support Specialist is expected to excel at their role as both a mentor and a functional member of the support team.
 

We are currently hiring for three (3) open shifts:
12:00am - 8:00am ET shift
8:00am - 4:00pm ET shift
4:00pm -12:00am ET shift
All shifts will include a minimum of 1 weekend day (Saturday and/or Sunday)
 

Working alongside a team of passionate professionals and leaders, the Support Specialist will be an integral part in ensuring that A2 Hosting is a leader in customer-focused web hosting services.
 

What you’ll do:

• Act as a mentor and role model for support generalists by providing guidance, and technical advice, and taking over escalated tickets as needed
• Participate in swarm tickets, providing advanced expertise and support to team members in a collaborative environment to ensure quick resolutions
• Process customer service requests of medium to high complexity in accordance with company procedures and productivity requirements
• Ensure team success by assisting as needed with the general support queue as well as more advanced job duties of the support team leads
• Maintain consistent and reliable attendance according to company and department policy to help ensure proper staffing levels

Skills you have: 

• A minimum of 2 years of relevant customer service experience in the web hosting industry required
• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members
• Strong customer-focused mindset with the ability to adapt to different and complex situations
• Previous experience with cPanel hosting environments required, cPanel University Certification a plus
• Strong understanding of the Linux command line
• Experience with optimizing PHP, MySQL, and configurations
• Solutions-oriented with strong analytical and problem-solving skills
• Effective time management skills including multitasking and prioritization

Additional Requirements for A2 Hosting Internal Candidates:

• A continued productivity score of 4 items or better completed per hour
• Consistent and Reliable attendance