Technical Support Engineer

Position Summary:

With team members and customers in 39 countries around the globe, HostPapa is currently one of the fastest-growing web hosting companies with a wide range of products available. At its core, we provide individuals and small and medium-sized businesses with access to valuable tools and services critical to their online success, including a Website Builder service for making website creation an ultra-easy task for anyone. Tailored to meet every user's unique needs, our award-winning customer support, email, and cloud-based solutions keep HostPapa at the cutting edge of the web hosting industry and innovation by putting our customers first.

As the Technical Support Engineer, you will take ownership of customer-impacting incidents on our cloud-commerce platform, supporting both providers and end customers. You will manage tickets end-to-end, primarily through the service desk with occasional phone escalations.

What you’ll do:

• Provide guidance to customers by answering how-to questions and recommending best practices for product functionality and configuration
• Investigate reported technical issues, perform troubleshooting, and determine effective solutions and root causes
• Resolve issues by following established procedures and documentation
• Collaborate with developers, account managers, and product teams to ensure timely resolution of reported issues
• Manage workload effectively and provide prompt, accurate updates to customers in line with SLAs
• Log, update, and close all tickets accurately in the tracking system
• Document troubleshooting steps and solutions as technical notes and knowledge base articles
• Adhere to standards for quality and customer satisfaction
• Stay current on products, related technologies, and processes through training and self-learning
• Support other tasks or projects as assigned to meet team and business needs

About you:

• Bachelor’s in Computer Science or related Engineering and 3+ years in support engineering
• Strong Linux system administration (CentOS/RHEL)
• Hands-on network configuration/troubleshooting; solid TCP/IP, IP addressing/subnetting, and routing
• Experience with PostgreSQL/MySQL/Oracle; strong SQL (query analysis & composition)
• Ability to read system logs and use monitoring/troubleshooting tools
• Familiarity with APIs and integrations (REST, SOAP, JSON, XML, XML-RPC) and authentication standards (OAuth, SAML)
• Relevant experience in web hosting environments
• Strong English communication skills, with the ability to work independently and collaboratively
• Experience with Java, Python, or C++ is a plus.
• Kubernetes experience is an asset.

What we offer:

• Work from anywhere - this is a remote opportunity
• A competitive salary that values you and your unique skill sets
• Career advancement & professional development opportunities to help you reach your full potential
• Flexible work arrangements to support work/life balance

About us:

At HostPapa, we’ve been committed to providing a complete array of enterprise-grade cloud services solutions to every business owner since 2006. These services, traditionally out of reach to smaller businesses, are offered in a one-stop shop, making it quick and easy for customers to select the services they need to grow. We back these offerings with 24/7 award‑winning customer support in four languages.

Our HostPapa team values diversity and inclusion. We have a friendly company culture built on trust and respect. With the acquisition of several companies into our product portfolio, we’re growing at an incredible rate and have ample opportunities for career growth.

Come join our talented team of enthusiastic, hard-working, passionate, driven people engaged in meaningful, innovative work. We can’t wait to meet you!

HostPapa is an equal-opportunity employer committed to diversity and inclusion. As a multicultural organization, we encourage individual achievement and recognize the strength of our diverse team.

HostPapa is committed to providing accommodations for people with disabilities. If you require accommodation, please let us know, and we will work with you to meet your needs. Accommodation may be provided in all parts ofthe hiring process.

It is anticipated that this position will be performed outside of Ontario.