We are seeking a dedicated and detail-oriented Support and Infrastructure Specialist to join our team. As a Support and Infrastructure Specialist, you will be at the forefront of ensuring our customers’ technical needs are met promptly and effectively. You’ll play a vital role in maintaining high levels of customer satisfaction through exceptional support, efficient issue resolution, and continuous improvement of our services in a highly collaborative environment across our Sales, Support and Infrastructure teams. Our ideal candidate exhibits a working style characterized by adaptability, collaboration, and a strong commitment to achieving both individual and team goals.
This position should be highly motivated to learn about new technologies, stay on top of industry trends, and constantly on the lookout for ways to better themselves and their team. This role will provide opportunities to expand skills in container-based infrastructure, software/security improvements, cPanel administration, customer support, and more.

Job Duties & Responsibilities

• Receive customer support requests, assess issue type and group assignment, and appropriately document information about the problem in Zendesk tickets
• Serve as a primary Support Specialist covering Front Line support or providing backup support assistance as scheduled and assigned
• Assist Higher Ed Project Administrators and other customers with support inquiries within defined Service Level Agreement (SLA) timelines
• Troubleshoot and respond to escalated, advanced technical issues alongside the Reclaim Hosting support team and respond with timely, accurate, and friendly responses to customer inquiries
• Contribute to writing and reviewing internal and public documentation articles for Reclaim Hosting’s Support Knowledge Base
• Coordinate with Infrastructure, Sales and other team members to triage and troubleshoot escalated issues and notify customers when an incident is resolved or request fulfilled
• Monitor server activity and report outages as appropriate to internal team and public announcement channels
• Troubleshoot and train on common cPanel functions and popular, open-source applications like WordPress, Omeka, and Drupal
• Troubleshoot and sharpen skills in Reclaim Hosting’s container-based infrastructure, Reclaim Cloud, Docker, and other 1-click application installers running thereon
• Demonstrative strong skills in PHP, SQL (MySQL, MariaDB), Apache/Nginx, and CentOS and Linux environments (LAMP stacks).
• Familiarity and comfort with scripting and automation of processes in a repeatable fashion
• Once appropriately trained, manage deployments of new infrastructure, migrations and other improvements to deployment operations.
• Work cross-functionally with Reclaim Hosting Support, Infrastructure and Sales teams to resolve issues and provide consultation on larger projects.
• Document internal procedures and “how-to” guides for the infrastructure and support teams.
• Provide support to special projects on an as-assigned or as-needed basis.

Job Type: Full-time
Pay: $55,000.00 - $67,500.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Remot

• Receive customer support requests, assess issue type and group assignment, and appropriately document information about the problem in Zendesk tickets
• Serve as a primary Support Specialist covering Front Line support or providing backup support assistance as scheduled and assigned
• Assist Higher Ed Project Administrators and other customers with support inquiries within defined Service Level Agreement (SLA) timelines
• Troubleshoot and respond to escalated, advanced technical issues alongside the Reclaim Hosting support team and respond with timely, accurate, and friendly responses to customer inquiries
• Contribute to writing and reviewing internal and public documentation articles for Reclaim Hosting’s Support Knowledge Base
• Coordinate with Infrastructure, Sales and other team members to triage and troubleshoot escalated issues and notify customers when an incident is resolved or request fulfilled
• Monitor server activity and report outages as appropriate to internal team and public announcement channels
• Troubleshoot and train on common cPanel functions and popular, open-source applications like WordPress, Omeka, and Drupal
• Troubleshoot and sharpen skills in Reclaim Hosting’s container-based infrastructure, Reclaim Cloud, Docker, and other 1-click application installers running thereon
• Demonstrative strong skills in PHP, SQL (MySQL, MariaDB), Apache/Nginx, and CentOS and Linux environments (LAMP stacks).
• Familiarity and comfort with scripting and automation of processes in a repeatable fashion
• Once appropriately trained, manage deployments of new infrastructure, migrations and other improvements to deployment operations.
• Work cross-functionally with Reclaim Hosting Support, Infrastructure and Sales teams to resolve issues and provide consultation on larger projects.
• Document internal procedures and “how-to” guides for the infrastructure and support teams.
• Provide support to special projects on an as-assigned or as-needed basis