Description
At Startise, we’re hiring a Technical Support Engineer to be the first point of contact for our xCloud Hosting customers. You’ll guide users through the xCloud platform, assist with WordPress, and handle domain/DNS/SSL setup with confidence. You’ll take ownership of each case, documenting clearly, resolving efficiently, and escalating accurately when it’s the right call.
Key Responsibilities
- Serve as the first point of contact for customers, maintain end-to-end case ownership, and ensure timely, high-quality resolutions.
- Provide friendly, timely support via Live Chat, Tickets, Email, and Premium Slack.
- Follow SOPs/runbooks and escalate to Cloud Support for server/stack issues when required.
- Troubleshoot common WordPress issues (plugins, themes, conflicts, caching, page builders) and help customers fix them.
- Guide customers through xCloud platform navigation, site creation, backups/snapshots, and access control.
- Help customers point DNS to xCloud, enable SSL, and configure basic CDN/Cloudflare settings.
- Assist with WordPress site migrations to xCloud using our recommended tools and checklists.
- Write and maintain knowledge base articles and short technical posts.
- Convert recurring issues into actionable feature requests and UX suggestions; collaborate with QA/Engineering on reproducible bug reports.
- Keep documentation and handovers crisp; meet first-response and resolution SLAs.
Requirements
- 1–2 years in technical support or customer-facing support for a tech/hosting product (2+ years with WordPress is a plus).
- Excellent English (written & verbal); able to explain technical topics to non-technical users.
- Extensive WordPress troubleshooting experience; strong understanding of plugins/themes, database & file structure, and wp-config.php; WP-CLI proficiency (or strong familiarity).
- Familiar with web stacks and servers including LEMP (NGINX, PHP-FPM, MySQL/MariaDB), OpenLiteSpeed, and Apache.
- Comfortable using SSH on Ubuntu/Debian and managing files via SFTP (e.g., FileZilla).
- Experience with DNS, SSL/TLS, Cloudflare/CDN, SMTP; ability to read common logs (nginx/OLS/app/system).
- Solid grasp of the LEMP stack (NGINX, PHP-FPM, MySQL/MariaDB) and caching concepts (object & page).
- Clear written documentation with screenshots/short repro videos and tidy ticket notes; organized, proactive, effective in shift-based/remote workflows; calm, analytical decision-making under pressure.
Preferred / Bonus Skills
- Experience with control panels or managed WordPress hosting.
- Advanced DNS and Cloudflare configuration.
- Page builders and caching plugins expertise.
- Basic Git and comfort with staging/production workflows.
- Awareness of Dockerized apps and when to escalate to Cloud Support.
- Exposure to Redis, WAF, broader CDN strategies, and WordPress performance optimization (GTmetrix/Core Web Vitals analysis).
- Familiarity with PHP/Laravel app basics (setup, troubleshooting, performance) is a plus.
About xCloud
xCloud is an all-in-one hosting platform to spin up production-ready infrastructure with one-click provisioning, automated deployments, and advanced monitoring. Run WordPress, Laravel, PHP, Node.js, n8n, and Dockerized apps including Ollama/OpenWebUI. Choose fully managed hosting, or connect your own Ubuntu servers on AWS, GCP, DigitalOcean, Vultr, or any provider, in a few clicks. 130+ built-ins include SSL, DNS/CDN, caching, firewalls, team access controls, and developer-friendly tooling.
