We are looking for an experienced Technical Support Executive to support our web hosting customers with day\-to\-day technical queries across Shared, Reseller, VPS, and Dedicated Server environments. This role is ideal for candidates who have already worked on a hosting support desk and are confident handling tickets end\-to\-end with minimal supervision.
You will work directly with customers, senior engineers, and the operations team to resolve issues quickly, document clean resolutions, and contribute to improving our support standards. Strong ownership, clear communication, and solid hosting fundamentals matter most for this role.
Customer Support and Communication
- Own L1 and L2 technical support across Live Chat, Email, Phone, and Ticketing System.
- Resolve hosting queries with speed, accuracy, and a professional tone, including for non\-technical users.
- Drive tickets to closure within SLA, with proper notes, root cause, and resolution steps recorded.
- Manage difficult or escalated customers calmly and de\-escalate where required.
Technical Support and Troubleshooting
- Independently diagnose and resolve common hosting issues, including:
- Website downtime, 5xx and 4xx errors, slow sites, and application\-level failures.
- Email setup and issues across SMTP, POP3, IMAP, including authentication, blacklisting, SPF, DKIM, DMARC.
- FTP, SFTP, and SSH access issues, file and permission problems.
- Domain pointing, DNS, nameservers, and propagation (A, CNAME, MX, TXT, SRV records).
- SSL installation, renewal, mixed content, and intermediate chain errors.
- Handle account setup, configuration, migrations, restores, and backups end\-to\-end.
- Perform server\-side checks on Linux (cPanel) and Windows (Plesk) environments.
- Escalate only genuinely complex issues to senior engineers, with a clear summary of what was attempted.
Product Knowledge and Process
- Work confidently with web hosting control panels such as cPanel, WHM, and Plesk.
- Manage email accounts, domains, sub\-domains, databases (phpMyAdmin), File Manager, and backups.
- Follow defined SOPs and contribute to the internal knowledge base.
- Coordinate with billing, sales, and provisioning teams as needed.
- *Required Skills and Qualifications**
- 2 to 5 years of hands\-on experience in technical support at a web hosting company, data center, or managed services provider.
- Strong working knowledge of:
- Linux (cPanel/Plesk) and Windows (Plesk) hosting environments.
- DNS, domain management, and propagation behavior.
- Email protocols and common deliverability issues.
- SSL certificates, including installation and chain issues.
- Comfortable using SSH for basic checks (log reading, restarting services, disk and memory checks).
- Experience using ticketing or CRM systems such as WHMCS, Freshdesk, or Zendesk.
- Good written and verbal English communication.
- Ability to manage multiple parallel tickets without compromising quality or SLA.
- Ownership mindset, reliability, and a customer\-first approach.
- *Good to Have (Not Mandatory)**
- Exposure to WordPress troubleshooting, including basic malware cleanup and plugin or theme conflicts.
- Familiarity with CloudLinux, LiteSpeed, Imunify360, or CSF.
- Basic understanding of PHP, HTML, Apache, Nginx, or IIS.
- Experience with cPanel to cPanel, Plesk to Plesk, or manual site migrations.
- Awareness of WHMCS workflows on the billing and provisioning side.
Job Type: Full\-time
Pay: ₹20,000\.00 \- ₹30,000\.00 per month
Work Location: In person