Product Support Associate (Web Hosting)

TL;DR

Product Support Associate (Web Hosting): Resolving customer inquiries related to domain names, DNS, and web hosting with an accent on technical troubleshooting and logical problem-solving. Focus on diagnosing DNS records, email configuration, and ensuring website connectivity and server uptime.

Location: Cebu, Philippines

Company

hirify.global provides digital identity services and web infrastructure through brands like Network Solutions, helping businesses secure domains and manage their online presence.

What you will do

• Troubleshoot customer issues involving domain names and DNS records.
• Resolve web hosting problems related to cPanel, servers, and uptime.
• Assist with email configuration, including SMTP, IMAP, and MX records.
• Support basic website issues, including SSL certificates and WordPress connectivity.
• Communicate technical solutions to customers via chat, email, and voice calls.
• Collaborate with internal sysadmins, billing, and abuse teams to resolve complex issues.

Requirements

• Strong English communication skills (spoken, written, and reading).
• Strong problem-solving and logical thinking skills.
• Education in IT, Computer Science, Computer Engineering, or a related field (fresh graduates are welcome).
• Ability to handle frustrated or non-technical customers in a fast-paced environment.
• Must be based in Cebu, Philippines.

Nice to have

• Experience with web hosting, domains, or DNS.
• Familiarity with tools such as cPanel, WHM, or WordPress.
• Previous experience in technical support.
• Experience with upselling in a technical support role.

Culture & Benefits

• Structured training and mentorship focused on real technical skill development.
• Comprehensive HMO benefits with 200k MBL and two free dependents upon regularization.
• Punctuality Bonus and a generous vacation policy.
• Inclusive environment with 20+ affinity groups for global networking.
• Clear career growth opportunities within technical and operations roles.