Systems & Escalation Engineer (Hosting)

TL;DR

Systems & Escalation Engineer (Hosting): Providing advanced technical support and system administration for managed hosting services with an accent on escalation handling, service provisioning, and system upgrades. Focus on troubleshooting complex hosting environments, managing server infrastructure, and mentoring support teams.

Location: Must be based in the UK (Full remote or hybrid from Worcester, Reading, or Hemel Hempstead offices)

Company

hirify.global is a large group of hosting-related companies serving millions of customers across 16 countries, providing exceptional dedicated and cloud services.

What you will do

• Provide escalated in-depth technical support to customers via email, ticketing, live chat, and telephone.
• Support internal teams with technical escalations and liaise with vendors.
• Deploy and provision new customer services.
• Handle system administration, including ongoing management and upgrades.
• Mentor other members of the support team to improve overall technical capacity.

Requirements

• Multi-year strong hosting experience, specifically with cPanel, WHM, Plesk, and Windows Server.
• Strong technical knowledge of WordPress and other CMS/Ecommerce web applications.
• Thorough understanding of key internet protocols and a security-focused mindset.
• Foundational knowledge of PHP, Python, and shell scripting.
• Experience with computer hardware diagnostics, preferably with Dell servers.
• Must have the right to work in the UK (No sponsorship or relocation provided).

Nice to have

• Experience with Saltstack, Ansible, or other configuration management tools.
• Knowledge of Windows IIS, Magento, VLANs, and Firewalls.
• Proficiency in coding with PHP or Python.
• Technical qualifications or a degree-level education.

Culture & Benefits

• Diverse and inclusive culture with a relaxed, collaborative atmosphere.
• Motivational, coach-style leadership focused on professional growth.
• Employee perks including an enhanced holiday scheme and birthday bonus.
• Shift-based work schedule (alternating early/late shifts) with a paid on-call rota.