› › Position: Online Support Technician - VPS Infrastructure (Remote)
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Position: Online Support Technician - VPS Infrastructure (Remote)

serverianserverian Member
in Requests

We are seeking a qualified Online Support Technician to join our team.

Work Arrangement:

Fully Remote

Shift Schedule:

21:00 - 05:00 GMT, Monday through Saturday (candidates unable to work Saturdays are encouraged to apply)

Required Qualifications:

  • Demonstrated fluency in conversational US/UK English, both written and verbal
  • Advanced proficiency in GNU/Linux with a minimum of 5 years of daily operational experience
  • Expert-level knowledge of KVM virtualization, including troubleshooting and resolution of complex issues
  • Capable of end-to-end server provisioning, from initial stability testing and operating system installation through software stack deployment
  • Extensive experience managing common servers and services (Apache, nginx, PHP, Python, Node.js, Jira, MySQL, PostgreSQL, etc.)
  • Prior employment with at least one VPS hosting company with positive separation terms
  • Strong customer service orientation with ability to empathize with clients and provide effective solutions
  • Genuine enthusiasm for virtualization technologies and customer support
  • Collaborative team player who proactively seeks assistance via Slack when needed and demonstrates continuous learning
  • Windows Server and Hyper-V experience (preferred but not required)

Employment Documentation:

  • Non-Disclosure Agreement (NDA)
  • Non-Compete Agreement

Compensation:

Monthly salary (to be discussed privately with qualified candidates)

Primary Responsibilities:

  • Respond to and resolve online support tickets during assigned shift (average volume: 3.62 tickets per shift based on 12-month historical data)
  • Screen new customer orders for fraudulent activity and approve or decline accordingly
  • Review and respond to automated notifications from our VPS monitoring system, which sends alerts via Slack to ensure continuous infrastructure availability and proactive issue resolution
  • Monitor infrastructure health and respond to incidents (e.g., identify issues, troubleshoot or coordinate with datacenter technicians, and follow through to resolution)
  • Handle abuse complaints by assessing the nature of the report (DMCA, phishing, spam, etc.) and taking appropriate action—forwarding DMCA notices to the relevant customer or immediately suspending services in cases of phishing or malicious activity
  • Review tickets handled by previous shifts at the beginning of each shift
  • Maintain regular communication with team members via Slack
  • Review prior Slack conversations and note important announcements and updates

Support Ticket Protocol:

All support tickets must receive a meaningful response within 15 minutes. Generic acknowledgments such as "I'm working on it now" are not acceptable.

For issues requiring less than 15 minutes to resolve, you should begin work immediately and respond with the solution. For issues requiring more than 15 minutes, you should respond promptly to acknowledge the ticket and inform the customer that you are actively working on their request.

Our customer base includes highly experienced users who contact us only when legitimate issues arise, as well as less experienced users encountering problems with their VPS operating system configurations.

You are expected to resolve infrastructure-related issues, such as server downtime or network failures. For less experienced customers facing issues like httpd.conf syntax errors preventing Apache from restarting, you should request permission and credentials to review their configuration and provide assistance.

We pride ourselves on supporting customers with straightforward issues and never refusing reasonable requests, provided customers do not abuse our goodwill.

Maintain professional courtesy with all customers unless abuse occurs. If you encounter abusive behavior, escalate the ticket immediately.

Order Screening Protocol:

Utilize our internal fraud detection tools to carefully evaluate new orders. Follow established procedures to approve or decline orders. When declining an order, process the refund, open a ticket to respectfully inform the customer of the denial, and document your reasoning in the customer's profile.

Infrastructure Monitoring and Incident Response:

You will receive IPMI and datacenter portal access. You are expected to identify issues and implement solutions independently. For example, if a VPS experiences a SYN attack and the datacenter's automatic null-routing fails, you should identify the targeted IP address, manually null-route it, and report the incident resolution via Slack.

To Apply:

Please send a PM describing your relevant experience and qualifications.

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