Open Web Hosting Career Positions

A2 Hosting is currently looking for a Support Team Lead to join our team! The Support Team Lead is a leader of the Support Department and is responsible for multiple leadership responsibilities including  interviewing and training, performance management and development, and shift management. In addition to the supervisory responsibilities, the Support Team Lead is a highly skilled team member themselves and is responsible for handling complex customer support cases that are escalated.

Working alongside a team of passionate professionals and leaders, the Support Team Lead will be an integral part in ensuring that A2 Hosting is a leader in customer-focused web hosting services.
 

Duties and Responsibilities

• Track and manage the productivity and performance results of support team members
• Act as a mentor and role model for support generalists and support specialists by providing guidance, technical advice, and taking over escalated tickets as needed
• Ensure team members are adhering to company policies and procedures; may assist in the discipline process as necessary 
• Participate in Slack support chat room by providing guidance and advice or taking ownership of requests and ticket escalations
• Collaborate with HR and other members of Support Leadership to interview, onboard, and train new team members
• Execute trainings as required for Support and Billing team members 
• Complete and deliver performance reviews for team members, including 90 day and annual reviews
• Work Support Shift Lead shifts as scheduled, which include monitoring ticket queues, assigning breaks, and enforcing internal standards and workflows
• Provide a continuous feedback loop to the Support leadership team regarding team performance, training, and other improvement opportunities
• Act as a cross-team/department point of contact for the Support team
• Perform related duties as assigned, within scope of practice, to ensure individual, team, and organizational success

Required Skills:

• A minimum of 3 years of relevant customer-service experience in the web hosting industry required
• A minimum of 2 years of leadership experience required, preferably in a customer-service based organization
• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members
• Strong customer-focused mindset with the ability to adapt to different and potentially complex situations
• Proficient with computers with the ability to efficiently learn new software
• Solutions-oriented with strong analytical and problem-solving skills
• Effective time management skills including multitasking and prioritization

Additional Requirements for Internal Candidates:

• A Quality Assurance score of 95% or higher
• A continued productivity score of 4 items or better completed per hour
• Consistent and Reliable attendance

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A2 Hosting is currently looking for a Level 2 Support Specialist to join our team! The Support Specialist is responsible for functioning as a mentor and swarm team leader to our Support Generalists. As a highly skilled team member in the Support department, the Support Specialist is expected to excel at their role as both a mentor and a functional member of the support team.

Working alongside a team of passionate professionals and leaders, the Support Specialist will be an integral part in ensuring that A2 Hosting is a leader in customer-focused web hosting services.
 

Shift Available

• 4:00pm-12:00am EST, Wednesday-Sunday

What you’ll do:

• Act as a mentor and role model for support generalists by providing guidance, and technical advice, and taking over escalated tickets as needed
• Participate in swarm tickets, providing advanced expertise and support to team members in a collaborative environment to ensure quick resolutions
• Process customer service requests of medium to high complexity in accordance with company procedures and productivity requirements
• Ensure team success by assisting as needed with the general support queue as well as more advanced job duties of the support team leads
• Maintain consistent and reliable attendance according to company and department policy to help ensure proper staffing levels

Skills you have: 

• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members
• Strong customer-focused mindset with the ability to adapt to different and potentially complex situations
• Proficient with computers with the ability to efficiently learn new software
• Solutions-oriented with strong analytical and problem-solving skills
• Effective time management skills including multitasking and prioritization
• A minimum of 2 years of relevant customer service experience in the web hosting industry required
• Previous experience with cPanel hosting environments, cPanel University Certification a plus
• Mastery of the Linux command line
• Experience with optimizing PHP, MySQL, and configurations

Additional Requirements for Internal Candidates:

• A Quality Assurance score of 90% or higher
• A continued productivity score of 4 items or better completed per hour
• Consistent and Reliable attendance

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Position Summary
A2 Hosting is currently looking for a Billing Manager to join our team! The Billing Manager is a leader within the Support Department and is responsible for multiple leadership responsibilities including  interviewing and training, performance management, and development. In addition to the supervisory responsibilities, the Billing Manager will assist with process improvement for the billing and support teams. 

Working alongside a team of passionate professionals and leaders, the Billing Manager will be an integral part in ensuring that A2 Hosting is a leader in customer-focused web hosting services.
 

Shift Information

• Monday- Friday, 8:00am- 4:00pm EST, although occasionally weekends may be required

Duties and Responsibilities

• Track and manage the productivity and performance results of billing team members
• Analyze and measure the effectiveness of existing processes and identify new and sustainable solutions that meet future business objectives
• Collaborate with leadership and department heads to develop and implement new processes that contribute to increased revenue and customer satisfaction
• Ensure team members are adhering to company policies and procedures
• Participate in Slack billing chat room by providing guidance and advice or taking ownership of requests and ticket escalations
• Collaborate with HR and other members of Support Leadership to interview, onboard, and train new team members
• Ensures high quality and up-to-date documentation exists for all service arrangements
• Perform related duties as assigned, within scope of practice, to ensure individual, team, and organizational success

Required Skills:

• Professional experience in web hosting or a similar SaaS organization required
• A minimum of 3 years of relevant customer-service experience in the web hosting industry required
• A minimum of 2 years of leadership experience required, preferably in a customer-service based organization
• Hands-on experience with WHMCS strongly preferred
• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members
• Strong customer-focused mindset with the ability to adapt to different and potentially complex situations
• Proficient with computers with the ability to efficiently learn new software
• Solutions-oriented with strong analytical and problem-solving skills
• Effective time management skills including multitasking and prioritization

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At A2 Hosting, we take digital presence seriously. We provide shared web hosting, virtual private servers, and dedicated servers to our clients around the world. We've built the industry's leading customer service team and continue to do everything we can to offer faster service than our competitors. 

Here’s how; we hire a great team to support our ongoing growth and train and develop our current Team Members.

We offer a level of service we would want to use ourselves! Because we never settle for just "good enough". We take our websites and web development seriously. It's been worth it though because we enjoy making our customers happy and helping them succeed. If it were easy, every hosting company would offer the same level of service. But they don't. The bottom line is that we love what we do and it shows.

Are you ready to join us? We're currently hiring for a Support Generalist to join our team!

What you’ll do:

• Provide outstanding customer service to customers by assisting with basic support inquiries via email, live chat, and over the phone 
• Review and process incoming and/or flagged orders in accordance with company procedures
• Initiate the swarming collaboration process and actively participate in developing solutions
• Escalate complex inquiries to specialists and team leads as necessary to ensure positive outcomes for customers
• Meet and maintain the set productivity requirements for the role during each shift

Who you’ll work with:

The Support Generalist collaborates regularly with other support team members to resolve more complex customer requests. 

Skills you have: 

• A minimum of 1 year of related customer-service experience, ideally in a technical support capacity
• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members
• Experience in a web hosting or similar technology company strongly preferred
• Strong customer-focused mindset with the ability to adapt to different and potentially complex situations
• Proficient with computers with the ability to efficiently learn new software
• Solutions-oriented with strong analytical and problem-solving skills
• Effective time management skills including multitasking and prioritization

3 Reasons you should apply:

• You are curious and enjoy finding solutions 
• You enjoy connecting with customers 
• You collaborate well with others

**All applicants should have a reliable high-speed internet connection and provide their own computer and work space.

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Position Overview:

The Migration Specialist is responsible for providing exceptional customer-service to current customers throughout the migration process. The Migration Specialist will resolve technical and general service requests and execute migrations while providing an exceptional customer service experience.

Working alongside a team of passionate professionals and leaders, the Migration Specialist will be an integral part in ensuring that A2 Hosting is a leader in customer- focused web hosting services.

Shift Information:

• 4:00pm - 12:00am, working days TBD

Job responsibilities:

• Provide outstanding customer service to customers throughout the migration lifecycle; includes obtaining relevant pre-migration information, executing the migration, and following up with the customer post-migration
• Review and process incoming and/or flagged migration requests in accordance with company procedures and service level agreements
• Escalate and discuss complex inquiries to team lead as necessary to ensure positive outcomes for customers
• Meet and maintain the set productivity requirements for the role during each shift
• Assist with troubleshooting for members of the support team as necessary
• Assist with system and network project implementation
• Attend meetings and trainings for the migrations and support team as required by management
• Perform related duties as assigned, within scope of practice, to ensure individual, team, and organizational success

Qualifications:

• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members
• Basic to intermediate working knowledge of MySQL database software, cPanel/WHM, iptables, Red Hat Package Manager, and CLI-based text editors
• Proficient with computers with the ability to efficiently learn new software
• Solutions-oriented with strong analytical and problem-solving skills
• Effective time management skills including multitasking and prioritization
• Strong customer-focused mindset with the ability to adapt to different and potentially complex situations

Additional Qualifications for Internal Candidates:

• A Quality Assurance score of 95% or higher
• A continued productivity score of 4 items or better completed per hour
• Consistent and reliable attendance habits

Share:

At A2 Hosting, we take digital presence seriously. We provide shared web hosting, virtual private servers, and dedicated servers to our clients around the world. We've built the industry's leading customer service team and continue to do everything we can to offer faster service than our competitors. 

Here’s how; we hire a great team to support our ongoing growth and train and develop our current Team Members.

We offer a level of service we would want to use ourselves! Because we never settle for just "good enough". We take our websites and web development seriously. It's been worth it though because we enjoy making our customers happy and helping them succeed. If it were easy, every hosting company would offer the same level of service. But they don't. The bottom line is that we love what we do and it shows.

Do you want to join us?

Job Overview:

A2 Hosting, Inc., a premier high performance hosting company, provides shared web hosting, virtual private servers and dedicated servers to clients around the world. The Senior Systems Engineer is responsible for leading in the planning, design, development, implementation, and execution of the global system deployments across multiple datacenters. This position focuses on end-to-end solutions for diverse projects across the organization.

Working closely with a team of passionate professionals and leaders, the Senior Systems Engineer will be an integral part in ensuring that A2 Hosting is a leader in web hosting services. 

This position is 100% remote.

Schedule:

This position is Monday - Friday, 9AM-5PM

Responsibilities for Senior Systems Engineer:

• Lead in the planning, design, development, implementation and execution of global deployments
• Build tools and solutions to automate large scale upgrades across thousands of machines utilizing Python or Bash
• Work alongside project management teams to report progress and implementation of various initiatives
• Write formal documentation on configuration standards, troubleshooting steps, and infrastructure design
• Lead continuous improvement initiatives to drive higher efficiency and performance
• Monitor and analyze results of implemented initiatives, making recommendations for improvement as necessary
• Act as a mentor and role model for other members of the Systems Engineering team by assisting with training, troubleshooting, and other developmental tasks
• Participate in the on-call rotation as scheduled
• Act as a cross-team/department point of contact for the Engineering team
• Research and stay up to date on latest technology trends and architectural concepts
• Perform related duties as assigned, within scope of practice, to ensure individual, team, and organizational success.

Minimum Qualifications:

• A minimum of 8 years professional level Linux (CentOS/RHEL) engineering experience
• Automation/Scripting skills: bash and python-preferred
• Hands-on experience designing, implementing, and optimizing Linux file-systems
• Experience with central authentication systems (LDAP/FreeIPA)
• Ability to work on your own or as a team in a fast-paced and constantly changing environment.
• Ability to meet deliverable objectives with minimal supervision.
• Ability to read, write and speak the English language to communicate with employees, customers, vendors, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner

We invest in our Team Members and promote from within. We have extensive technical training that all Team Members receive when hired, this will aid in your success within your role. Here is more about what we offer:  

• Subsidized health insurance; dental and vision coverage also available (for US Team Members)
• Paid parental leave
• Company-matching 401k, traditional or Roth (for US Team Members)
• Paid Time Off (PTO) bank of hours to be used for vacations, holidays and sick time
• Company-sponsored life and disability insurance (for US Team Members only)
• The ability to work from home, this position is 100% remote
  • This position is a remote position, you can live anywhere in the world as long as you have a reliable internet connection.
  • To the US applicants - we are licensed to do business in the following states: AR, AZ, FL, GA, IN, KY, MD, MI, NC, OK, OR, PA, SD, TX, UT, VA, VT, and WI. 

If you'd like to apply to our team, please submit a resume. 

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Position/Project Summary:

This position is responsible for handling advanced systems administration and automation tasks, as well as development of our in-house datacenter automation tool which is written in Python/Django. For this role, we are seeking an expert Django developer with a proven track record of shipping production quality Django web applications. Applicants without Django experience will not be considered for this role.

At A2 there are thousands of servers and devices that our teams need to manage the state of the equipment. To accomplish this, A2 uses a custom Django application that drives our datacenter automation. The servers and devices that are managed by this system are a mix of both internal and customer facing systems.

While this Python app is running Django, there is a lot more to it. There is a lot of backend code that requires Linux and Network systems training to fully understand and be successful in this project. The Python app exposes an API to our billing system to handle the lifecycles of some of our hosting products, like bare metal dedicated servers or VPS. Our billing system issues create, terminate, suspend, and resume commands to the Python system and it takes care of running the necessary commands to put the device into the requested state.

Shift Information

• This is a highly collaborative position that has working hour requirements of 9:00am-5:00pm EST

Essential Duties and Responsibilities

• Deployment and maintenance of company level infrastructure, including but not limited to Apache, Nginx, LiteSpeed Web Server, exim, Postfix, LDAP, FreeIPA, PowerDNS, BIND, MySQL, Varnish, cPanel/WHM, Salt, etc.
• Development and maintenance of A2 Hosting’s in-house Datacenter automation tool written in Python.
• Pair program with other members of the Software Development team.
• Escalated troubleshooting of systems in a 24/7 environment, including on call rotation.
• Proactive maintenance of a large fleet of servers including customer environments.
• Documentation of deployed systems, troubleshooting processes, infrastructure design, etc.
• Guidance and consultation on internal projects and company priorities.
• Act as a mentor and role model for less experienced members of the development team by providing guidance and technical advice on projects in addition to coaching and educational opportunities
• Perform related duties as assigned, within scope of practice, to ensure individual, team, and organizational success.

Required Skills and Experience

• 5+ years developing production Django applications in a business setting
• 5+ years Linux Systems Administration
• Exceptional verbal and written communication skills; ability to read, write, and speak effectively in English to communicate with team members and leadership
• Experience with configuration management systems
• Experience with datacenter automation
• Experience working in an agile environment preferred, Jira experience a plus
• Experience in a web hosting or similar technology company is a plus

3 Reasons you should apply:

• You have a passion for Django and Python and using those skills to design and build scalable infrastructures to support the growth of the business and its clients
• You enjoy collaborating with team members and across company organizations to identify opportunities to improve the customer experience and enhance efficiency
• You are curious and enjoy troubleshooting, debugging and improving existing systems

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