Customer Support Technician

🚀 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 DoProvide prompt, professional technical support via email, live chat, Slack, ticketing systems such as WHMCS, and rarely by phoneProvide 1st and 2nd line technical support and handle Tier 2 escalations when appropriateTroubleshoot VPS connectivity, remote access, operating system, software, hardware, and networking issuesDiagnose and resolve technical issues efficiently while meeting committed SLAs and response timesInvestigate issues by collecting relevant technical information such as IP addresses, error messages, screenshots, system details, and connection dataManage multiple customer inquiries simultaneously while maintaining accuracy and a high level of customer satisfactionProactively monitor open issues and follow up with customers to ensure problems are fully resolvedGuide customers through the installation, configuration, and use of products and servicesExplain technical concepts, troubleshooting steps, and recommended solutions clearly to both technical and non-technical usersEscalate complex technical issues to senior technicians with complete diagnostic information and documented troubleshooting stepsWork closely with the wider IT team to resolve more advanced technical problemsFollow established processes, procedures, and troubleshooting documentation, while identifying opportunities to improve themCreate and maintain knowledge base articles, troubleshooting guides, technical documentation, and internal processesTrack customer interactions, troubleshooting steps, issues, and resolutions accuratelyCollect and relay customer feedback to help improve products, services, and support processesAssist with IT projects and technical initiatives as assignedParticipate in rotating on-call coverage for internal and customer production issuesSupport sales inquiries by providing technical guidance and product-related information when needed 🎯 What You'll BringExperience in technical customer support, IT support, help desk, or a similar roleStrong troubleshooting and problem-solving abilitiesExcellent written and verbal English communication skillsA proactive attitude and a genuine interest in helping customers solve technical problemsPatient, professional, and empathetic approach when working with customersAbility to communicate effectively with customers with different levels of technical knowledgeAbility to manage multiple customer inquiries simultaneously while maintaining accuracy and customer satisfactionStrong organizational skills and the ability to prioritize tasks, meet deadlines, and respond promptly to customersAbility to work independently while collaborating effectively with a technical teamAbility to clearly document troubleshooting steps, processes, instructions, and resolutionsExperience working with ticketing or customer support platforms such as WHMCS, Jira, Zendesk, ServiceNow, or FreshdeskAbility to gather and document complete diagnostic information before escalating technical issuesComfortable following established processes while proactively looking for ways to improve themWillingness to continuously learn new technologies, processes, and technical skillsAn assertive, adaptable, and growth-oriented mindset with a strong desire to develop within a technical environment 💻 Technical KnowledgeExperience supporting Linux servers, particularly Ubuntu or DebianKnowledge of Windows Server 2019/2022Experience supporting and troubleshooting various Linux-based systemsBasic understanding of networking protocols and fundamentals, including:TCP/IPDNSDHCPVPNVLANsFirewalls / ACLsSwitchingExperience working in a fast-paced IT environmentPrevious experience in financial services, FX, trading, or similar environments is a plusRelevant certifications such as CompTIA A+, Network+, Security+, or Server+ are a plus Why This Role?Work with a global customer base across the financial and FX industryGet hands-on exposure to latency-sensitive VPS, dedicated hosting, Linux, Windows, networking, and infrastructureSolve real technical challenges rather than following a purely scripted support processWork with customers ranging from technical professionals to non-technical usersJoin a team that values continuous learning, ownership, and technical growthWork closely with experienced technical team members and expand your responsibilitiesDevelop deeper expertise across systems, networking, hosting, and infrastructureJoin a growing company with opportunities to take on more responsibility as the team and technology environment expand 🌐 About the EnvironmentOur client provides latency-sensitive Dedicated/VPS hosting and colocation services primarily to FX brokers and retail traders across global financial markets.The company currently operates infrastructure in New York and London, with plans to expand into Asia in the future.The forex market operates 24 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 includes rotating on-call coverage for internal and customer production issues.If you're an assertive, 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.