🚀 Join a Growing Technology Team

Our client is a fast-growing technology company providinglatency-sensitive VPS, dedicated hosting, and colocation solutions to a global customer base, primarily supportingFX brokers and retail traders.

They are looking for anassertive 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 provide1st and 2nd line technical support, including handlingTier 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 viaemail, live chat, Slack, ticketing systems such as WHMCS, and rarely by phone

• Provide1st and 2nd line technical support and handleTier 2 escalations when appropriate

• TroubleshootVPS connectivity, remote access, operating system, software, hardware, and networking issues

• Diagnose and resolve technical issues efficiently while meeting committedSLAs and response times

• Investigate issues by collecting relevant technical information such asIP 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 theinstallation, configuration, and use of products and services

• Explain technical concepts, troubleshooting steps, and recommended solutions clearly to bothtechnical and non-technical users

• Escalate complex technical issues to senior technicians withcomplete diagnostic information and documented troubleshooting steps

• Work closely with the wider IT team to resolve more advanced technical problems

• Follow establishedprocesses, procedures, and troubleshooting documentation, while identifying opportunities to improve them

• Create and maintainknowledge 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 improveproducts, services, and support processes

• Assist withIT projects and technical initiatives as assigned

• Participate inrotating on-call coverage for internal and customer production issues

• Support sales inquiries by providingtechnical guidance and product-related information when needed

🎯 What You'll Bring

• Experience intechnical 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 inhelping customers solve technical problems

• Patient, professional, and empathetic approach when working with customers

• Ability to communicate effectively with customers withdifferent levels of technical knowledge

• Ability to manage multiple customer inquiries simultaneously while maintaining accuracy and customer satisfaction

• Strong organizational skills and the ability toprioritize 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 asWHMCS, Jira, Zendesk, ServiceNow, or Freshdesk

• Ability to gather and document completediagnostic information before escalating technical issues

• Comfortable following established processes while proactively looking for ways to improve them

• Willingness to continuously learn new technologies, processes, and technical skills

• Anassertive, adaptable, and growth-oriented mindset with a strong desire to develop within a technical environment

💻 Technical Knowledge

• Experience supportingLinux servers, particularly Ubuntu or Debian

• Knowledge ofWindows Server 2019/2022

• Experience supporting and troubleshootingvarious Linux-based systems

• Basic understanding of networking protocols and fundamentals, including:

  • TCP/IP

  • DNS

  • DHCP

  • VPN

  • VLANs

  • Firewalls / ACLs

  • Switching

• Experience working in afast-paced IT environment

• Previous experience infinancial services, FX, trading, or similar environments is a plus

• Relevant certifications such asCompTIA A+, Network+, Security+, or Server+ are a plus

Why This Role?

• Work with aglobal customer base across the financial and FX industry

• Get hands-on exposure tolatency-sensitive VPS, dedicated hosting, Linux, Windows, networking, and infrastructure

• Solve real technical challenges rather than following a purely scripted support process

• Work with customers ranging from technical professionals to non-technical users

• Join a team that valuescontinuous learning, ownership, and technical growth

• Work closely with experienced technical team members and expand your responsibilities

• Develop deeper expertise acrosssystems, networking, hosting, and infrastructure

• Join a growing company with opportunities to take on more responsibility as the team and technology environment expand

🌐 About the Environment

Our client provideslatency-sensitive Dedicated/VPS hosting and colocation services primarily toFX brokers and retail traders across global financial markets.

The company currently operates infrastructure inNew York and London, with plans to expand intoAsia in the future.

The forex market operates24 hours a day, six days a week across major financial centers worldwide, so support operations are aligned with extended market hours to ensure timely customer assistance. The role therefore includesrotating on-call coverage for internal and customer production issues.

If you're anassertive, technically curious support professional who enjoys troubleshooting, helping customers, learning new technologies, and continuously improving your technical skills, this could be a great next step.