Linux Support Engineers deliver premier world-class support. The cPanel & WHM Linux Support Engineer I performs a variety of tasks to support cPanel customers by analyzing customer systems with cPanel software or diagnosing system-specific issues, resolving those issues, educating the customer regarding solutions, best practices and/or then verifying and reporting defects.
This is what the job entails:
- Helps customers install, configure and maintain cPanel on their servers
- Troubleshoots issues with cPanel or related software components on customer servers and provides effective resolutions
- Maintains successful customer relationships by maintaining a feedback score of 9.20 or greater
- Maintains a high level of productivity as outlined in the Technical Support Operations Handbook
- Files effective cases in relation to defects discovered during the investigation of an issue
- Contributes to Company and Department Documentation efforts, both internally and externally
- Adheres to the policies and procedures of the department and company as outlined in the Technical Support Operations Handbook and the cPanel Company Handbook
- Maintains technical expertise about cPanel software and monitors industry trends, sharing this knowledge across the team.
- Exemplifies the cPanel Core Values of Integrity, Respect, Collaboration, and Follow-Through
Eligibility Requirements:
- One to two years of Linux/*nix/BSD system troubleshooting or a related certification (RHCE)
- One year of web hosting industry experience or other related work preferred
These are the skills we need for this position:
- Language Skills: Must be fully fluent in English (minimum C1 proficiency); Additional Spanish fluency preferable
- Customer Service Requirements:
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- Provide support for customer requests by delivering appropriate solutions within the expected time limits, with a friendly and positive attitude, and ensuring follow up to confirm resolution
- Ability to explain technical issues clearly and with a sufficient level of detail
- Understanding that everything we communicate to the customer makes a difference in making the customer happy
- Technical Requirements: Advanced technical skills which include:
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- Mastery of web server related technologies such as Apache, MySQL, PHP, Exim, Dovecot and other MTAs, SpamAssassin configuration and troubleshooting of Bind, DNS, PureFTPD, Mailman, and SSL
- Solid understanding of CentOS/RHEL and their package management tools (Yum & RPM), shell commands, bash scripting, and basic Linux security concepts
- Bonus Technical Skills: Additional consideration given to those who have knowledge in:
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- Additional web server-related technologies such as Nginx, PostgreSQL, Litespeed, Varnish and Tomcat
- Compiling software such as the Linux Kernel, Apache, and other packages from source code
- Configuring and building RPM’s
- Configuring and troubleshooting PowerDNS and CloudLinux
- Using the Patch utility
- cPanel software, configuration and, implementation
- Travel - Occasional local and/or overnight travel, some by air, specific to training courses or company conferences, may be required
- cPanel is a 24/7 operation and non-traditional or extended hours (including weekends) may be required occasionally
If this description fits you, apply below. It's relatively easy and painless.