Who we are.
Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.
What you'll do & how you'll make your mark.
- Participate in 24x7 shifts.
- Investigate escalated technical cases, providing technical analysis and planning assistance as
- required.
- Refine and establish policies and procedures for the customer support team to follow.
- Implement fixes or upgrades across our technological stack.
- Resolve issues flagged by our monitoring and alerting systems, taking steps to prevent
- recurrence.
- L1/L2 Support ownership of all hosting products (cpanel/plesk/vps/cloud/dedicated).
- Develop tools and scripts that: 1) Enable customer support teams to resolve issues
- independently and swiftly. 2) Automate repetitive tasks and preemptively resolve customer
- issues.
- Offer technical expertise across departments to assist where required.
- Manage and configure virtual and dedicated servers.
- Handle incident response, troubleshooting and fix for various products/services.
- Handle escalations as per policies/procedures.
- Get different internal/external groups together to resolve production site issues effectively.
- Communicate clearly on tickets, phone calls made to the team about various issues.
- Ensure SLA's and Operational standards are met.
- Raise tickets to different internal groups to resolve recurrent problems, alerts and follow up
- on escalated issues.
- Liaison with engineering teams for RCA's, permanent resolutions on issues affecting
- production sites.
- Contribute to Operations handbook.
Who you are & what you'll need to succeed.
- Proficient in English, both written and spoken.
- Possess strong communication skills and a strong customer-focused mindset.
- Bring 2 years of experience in a similar role, preferably in the hosting industry.
- Have in-depth knowledge of cPanel, WHM, Email, FTP, SSH, Linux, WordPress and Magento,
- including command-line operations.
- Predisposed to action - you just start doing and exhibit a strong sense of ownership.
- Open and honest with yourself. You're transparent, you give and take feedback, communicate clearly, and keep your promises.
- Enthusiastic about helping others and believe that success only comes when we work
- together.
- A lifelong learner, never satisfied by what you know and always eager to learn more and get
- involved.
This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.
