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 Do

Provide prompt, professional technical support via email, live chat, Slack, ticketing systems such as WHMCS, and rarely by phone

Provide 1st and 2nd line technical support and handle Tier 2 escalations when appropriate

Troubleshoot VPS connectivity, remote access, operating system, software, hardware, and networking issues

Diagnose and resolve technical issues efficiently while meeting committed SLAs and response times

Investigate issues by collecting relevant technical information such as IP addresses, error messages, screenshots, system details, and connection data

Manage multiple customer inquiries simultaneously while maintaining accuracy and a high level of customer satisfaction

Proactively monitor open issues and follow up with customers to ensure problems are fully resolved

Guide customers through the installation, configuration, and use of products and services

Explain technical concepts, troubleshooting steps, and recommended solutions clearly to both technical and non-technical users

Escalate complex technical issues to senior technicians with complete diagnostic information and documented troubleshooting steps

Work closely with the wider IT team to resolve more advanced technical problems

Follow established processes, procedures, and troubleshooting documentation , while identifying opportunities to improve them

Create and maintain knowledge base articles, troubleshooting guides, technical documentation, and internal processes

Track customer interactions, troubleshooting steps, issues, and resolutions accurately

Collect and relay customer feedback to help improve products, services, and support processes

Assist with IT projects and technical initiatives as assigned

Participate in rotating on-call coverage for internal and customer production issues

Support sales inquiries by providing technical guidance and product-related information when needed

🎯 What You'll Bring

Experience in technical customer support, IT support, help desk, or a similar role

Strong troubleshooting and problem-solving abilities

Excellent written and verbal English communication skills

A proactive attitude and a genuine interest in helping customers solve technical problems

Patient, professional, and empathetic approach when working with customers

Ability to communicate effectively with customers with different levels of technical knowledge

Ability to manage multiple customer inquiries simultaneously while maintaining accuracy and customer satisfaction

Strong organizational skills and the ability to prioritize tasks, meet deadlines, and respond promptly to customers

Ability to work independently while collaborating effectively with a technical team

Ability to clearly document troubleshooting steps, processes, instructions, and resolutions

Experience working with ticketing or customer support platforms such as WHMCS, Jira, Zendesk, ServiceNow, or Freshdesk

Ability to gather and document complete diagnostic information before escalating technical issues

Comfortable following established processes while proactively looking for ways to improve them

Willingness to continuously learn new technologies, processes, and technical skills

An assertive, adaptable, and growth-oriented mindset with a strong desire to develop within a technical environment

💻 Technical Knowledge

Experience supporting Linux servers , particularly Ubuntu or Debian

Knowledge of Windows Server 2019/2022

Experience supporting and troubleshooting various Linux-based systems

Basic understanding of networking protocols and fundamentals, including:

TCP/IP

DNS

DHCP

VPN

VLANs

Firewalls / ACLs

Switching

Experience working in a fast-paced IT environment

Previous experience in financial services, FX, trading, or similar environments is a plus

Relevant 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 industry

Get hands-on exposure to latency-sensitive VPS, dedicated hosting, Linux, Windows, networking, and infrastructure

Solve real technical challenges rather than following a purely scripted support process

Work with customers ranging from technical professionals to non-technical users

Join a team that values continuous learning, ownership, and technical growth

Work closely with experienced technical team members and expand your responsibilities

Develop deeper expertise across systems, networking, hosting, and infrastructure

Join a growing company with opportunities to take on more responsibility as the team and technology environment expand

🌐 About the Environment

Our 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.