About the role

🚀 JOIN A GROWING TECHNOLOGY TEAM Our client is a fast-growing technology company providing latency-sensitive VPS, dedicated hosting, and colocation solutions to a global customer base, primarily supporting FX brokers and retail traders. They are looking for an assertive and technically curious Customer Support Technician who enjoys solving technical problems, working directly with customers, and growing their expertise across infrastructure, networking, and systems. 📍 Location: Fully Remote 🕐 Schedule: Monday–Friday, 06:00–14:00 BST (UTC+1) This is a hands-on support role where you'll provide 1st and 2nd line technical support, including handling Tier 2 escalations when appropriate. You'll troubleshoot real-world software, hardware, VPS, connectivity, and networking issues while taking ownership of customer problems from initial report through resolution. 🛠️ WHAT YOU'LL DO - Provide prompt, professional technical support via email, live chat, Slack, ticketing systems such as WHMCS, and rarely by phone - Provide 1st and 2nd line technical support and handle Tier 2 escalations when appropriate - Troubleshoot VPS connectivity, remote access, operating system, software, hardware, and networking issues - Diagnose and resolve technical issues efficiently while meeting committed SLAs and response times - Investigate issues by collecting relevant technical information such as IP addresses, error messages, screenshots, system details, and connection data - Manage multiple customer inquiries simultaneously while maintaining accuracy and a high level of customer satisfaction - Proactively monitor open issues and follow up with customers to ensure problems are fully resolved - Guide customers through the installation, configuration, and use of products and services - Explain technical concepts, troubleshooting steps, and recommended solutions clearly to both technical and non-technical users - Escalate complex technical issues to senior technicians with complete diagnostic information and documented troubleshooting steps - Work closely with the wider IT team to resolve more advanced technical problems - Follow established processes, procedures, and troubleshooting documentation, while identifying opportunities to improve them - Create and maintain knowledge base articles, troubleshooting guides, technical documentation, and internal processes - Track customer interactions, troubleshooting steps, issues, and resolutions accurately - Collect and relay customer feedback to help improve products, services, and support processes - Assist with IT projects and technical initiatives as assigned - Participate in rotating on-call coverage for internal and customer production issues - Support sales inquiries by providing technical guidance and product-related information when needed 🎯 WHAT YOU'LL BRING - Experience in technical customer support, IT support, help desk, or a similar role - Strong troubleshooting and problem-solving abilities - Excellent written and verbal English communication skills - A proactive attitude and a genuine interest in helping customers solve technical problems - Patient, professional, and empathetic approach when working with customers - Ability to communicate effectively with customers with different levels of technical knowledge - Ability to manage multiple customer inquiries simultaneously while maintaining accuracy and customer satisfaction - Strong organizational skills and the ability to prioritize tasks, meet deadlines, and respond promptly to customers - Ability to work independently while collaborating effectively with a technical team - Ability to clearly document troubleshooting steps, processes, instructions, and resolutions - Experience working with ticketing or customer support platforms such as WHMCS, Jira, Zendesk, ServiceNow, or Freshdesk - Ability to gather and document complete diagnostic information before escalating technica