Position Overview:

The CX Operations Engineer facilitates and enables front-line Support staff through the development,

administration, and maintenance of essential back-end systems. This role additionally performs a variety of complex tasks utilizing

discretion and independent judgment to support high impact cPanel customers, including consulting with customers and development

to determine system functional specifications, analyzing and recommending system changes, coaching and training members of

Technical Support, and will collaborate with the rest of the CX Operations team to ensure any issues are resolved as effectively as

possible. The CX Operations Engineer additionally manages internal support systems & scripts by analysis, recommendations, and

modifications of these tools.

Essential Functions:

• Responsible for short and long term analysis and studies to proactively maintain support systems and execute preventative

maintenance plans. Monitors system status and reacts to issues as they arise

• Works with and provides recommendations to CX Management to ensure service levels and policies are being met, including

assisting in establishing product and process improvement plans to reduce support effort, and increase product availability and

scalability

• Own and optimize CX technology and related systems process logic and administration for the organization

• Collaborate cross-functionally with CX, Product, and Engineering teams and lead the evaluation, selection, and implementation of

new platforms, tools, and technologies to enhance Customer Experience offerings

• Lead in critical incidents and outage situations, working with Engineering, CX, Site Reliability and other teams to resolution. Document

scenarios for post-mortems and work cross-functionally to resolve and prevent outages

• Develop playbooks and documentation of CX tools configurations, integrations, and workflows

• Seeks and utilizes opportunities to gain and share knowledge and experience with new and existing technologies

• Contributes to and makes recommendations for Company and Department documentation efforts

• Adheres to the policies and procedures of the company

• Maintains a core daily schedule to ensure efficient operations

• Exemplifies the cPanel Core Values of Inclusion, Innovation, Trust, Collaboration, and Fun

Eligibility Requirements:

• Expert/industry-leading experience, knowledge and troubleshooting skills noted in the technical requirements

• 5+ years of Linux/*nix/BSD system troubleshooting

• 5+ years hosting industry experience

• Advanced knowledge of Linux and general cybersecurity concepts

• Solid understanding of API calls (HTTP standards, network requests and responses, JSON payloads) and server-client architecture

• Advanced knowledge of scripting and development focused on system administration including automation and resiliency

Qualifications:

Written Communications: Superior written communication skills required; able to communicate effectively in all written work, utilizing

proper grammar, spelling and punctuation

CX Operations Engineer

[Date/DSV Initials when final]

Oral Communication: Excellent oral communication skills required; to speak clearly and effectively in positive or negative situations

with employees and in group settings

Interpersonal Skills: Able to motivate, coach, mentor, and develop relationships quickly with all level of employees in a professional

and effective manner

Research Skills: Able to gather data, facts and impressions from a variety of sources about prospective and current employees; seeks

knowledge about policies, rules, laws, procedures or practices; managing the data flow; classifying and organizing information for use in

decision-making and monitoring

Ethics and Confidentiality: Demonstrates the highest level of ethical behavior and displays integrity and ethics in handling confidential

information

Time Management: Strong organizational skills, able to prioritize and to use time effectively in an unsupervised fashion, pursuing other

activities when regular duties have reduced volume; able to complete projects in a timely manner

Business Acumen: Demonstrates good judgment and strong skills in achieving maximum organizational performance and efficiencies

Results Driven: Able to follow through on assignments in order to achieve company and departmental goals

Adaptability: Able to adapt to changes in the work environment, manage competing demands and deal with frequent changes, delays,

or unexpected events

Problem solving skills: Able to apply independent judgment on a regular basis in making decisions without supervision, and able to

identify and resolve problems in a timely manner

Technical Skills: Advanced technical skills including:

• Mastery of web server related technologies including Apache, Nginx, MySQL, PostgreSQL, PHP, Exim and more

• Strong understanding of CentOS/RHEL/Ubuntu systems including package management tools (Yum, RPM, apt-get), shell

commands and scripting, and Linux security concepts.

• Mastery of cPanel software, configuration, and implementation

• Strong understanding of automation and deployment tools, such as Jenkins, Ansible, HashiCorp Stack, Docker, GitLab (and

general git), OpenStack

• Familiarity with Python/PHP/Javascript

Travel Occasional local and overnight travel required, including some interstate travel by air.

Work Environment and Physical Demands

Ability to work in an office environment. Specific abilities required by this job include: Ability to occasionally lift and carry or move up to 20

pounds; Near vision; hearing; ability to transport oneself as needed throughout the day; ability to sit and use computer workstation,

including keyboard and visual display terminal, for extended periods of time; manual dexterity (eye/hand coordination); repetitive arm/hand

movements

• cPanel is a 24/7 operation and nontraditional or extended hours (including weekends) may be required