Open Web Hosting Career Positions

A2 Hosting is currently looking for an Advanced Support Specialist to join our team and work on a migrations-focused project within the Support Department. The Advanced Support Specialist will be a member of a new team that is focused on migrating existing customers to new and updated servers. 

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

Duties and Responsibilities:

• Collaborate with project managers and colleagues to complete customer migrations in accordance with project schedule
• Provide high-quality customer service to new and existing customers throughout the migration process
• Maintain consistent communication with customers and team members during migrations; proactively communicate any blockers and quickly work through problems as they arise
• Create custom scripts to help make the migrations process more streamlined and efficient
• Ensure customer success by resolving all technical issues post migration to ensure that the customer does not need to reach out to the support team
• Maintain consistent and reliable attendance according to company and department policy to help ensure proper staffing levels

Requirements: 

• A minimum of 3 years of relevant customer service experience in the web hosting industry required
• Advanced working knowledge of cPanel required, cPanel Certified Partner (CPCP) Certification strongly preferred
• Advanced professional knowledge of MySQL, Apache, PHP, WHMCS and Linux CLI required in addition to experience and understanding of the website migrations process
• 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 (current A2 Hosting Team Members):

• A minimum of 6-months tenure in current role
• 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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Are you a passionate Network Administrator, Architect or Engineer looking for a new challenge? Do you have laser focus to provide the best products and services that will ensure an awesome customer experience? Are you naturally curious and a team player? If so, we have the perfect opportunity for you!

A2 Hosting is currently looking for an experienced Network Engineer to join the rest of the Networking, Infrastructure, and Systems Teams to continually improve upon our existing infrastructure and to keep us at peak performance and reliability. This position will also diagnose and fix complex hardware, software, and network issues as well as take point on both implementation and R&D projects. As we are customer focused, this position will regularly be called on to investigate operational issues identified by our Support teams and provide short-term solutions balanced against long-term needs.

This role is open for applicants that can work within any of the four US time zones. This position is 100% remote and you can work anywhere in the world.

What you’ll do:

• Collaborate with a great team of helpful and like-minded people designing and implementing network architecture to improve existing infrastructure or build out new locations from the ground up.
• Learn new things and help determine the business value for new technologies and products.
• Maintain and improve service quality and reliability across our complex set of services.
• Share your knowledge and experience with team members across the organization to increase the strength and collaboration of our teams.
• Troubleshoot production issues and coordinate with the Infrastructure, Systems, and Support teams.
• Investigate operational issues identified by our Monitoring or Support teams.
• Help the team establish and refine policies and processes to provide top-notch services and help the Support Organization provide a great customer experience.
• Standardize, optimize, and automate our infrastructure for maximum performance and stability.
• Document configuration standards, troubleshooting steps, and platform designs.
• Participate in an on-call rotation

 
Skills & Qualifications:

• 3+ years of Linux system-level network administration and troubleshooting
• Considerable professional experience in the design and implementation of datacenter networks, local and wide area, including everything from network hardware selection, to setting up multiple locations, designing Layer 1, 2 and 3 architectures, BGP and VPNs.
• Extensive experience with Cisco IOS/NXOS administration and implementation strongly preferred
• Experience in a webhosting or similar organization strongly preferred
• Comfort with the planning, design, and implementation of large-scale internal applications, such as automated provisioning systems, datacenter/inventory management, or some kind of web frontend to abstract network configuration
• Knowledge of the value in clear procedural and reference documentation and the ability to produce it
• Familiarity with configuration management systems, such as Ansible or Salt, a plus
• Excellent verbal and written English communication skills.

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A2 Hosting is currently seeking an experienced Support Manager to join the Support leadership team! The Support Manager oversees the day-to-day operations of the A2 Hosting support department. The Support Manager will focus on the continuous delivery of customer and employee satisfaction and retention in addition to helping create and maintain support policies, guidelines, and best practices.

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

Duties and Responsibilities

• Provide leadership and guidance to the Support Team, including Team Leads, Support Generalists, and Support Specialists
• Coach and motivate team members to deliver high-quality support services
• Evaluate workloads, set performance targets, conduct evaluations, and foster a positive and collaborative team environment
• Collaborate with the Human Resources team to recruit, interview, and hire support staff
• Support Team Leads in their day-to-day activities, including workload management and performance coaching
• Provide assistance with complex customer cases and ensure consistent and high-quality support delivery
• Monitor and manage support queues to ensure timely resolution of customer issues
• Collaborate with Team Leads to ensure appropriate coverage of contact channels
• Track and analyze key performance metrics to assess the support team's performance
• Identify areas for improvement and implement strategies to enhance efficiency and customer satisfaction
• Foster a culture of continuous improvement by encouraging feedback and sharing best practices
   

Required Skills

• A minimum of 3 years of support leadership experience required, preferably in a web hosting, SaaS, or similar technology environment
• Familiarity with CPanel, WHMCS, Apache, and MySQL is strongly preferred
• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members
• Proven interpersonal and leadership abilities; ability to foster and promote a professional and collaborative work environment
• Strong customer-focused mindset with the ability to adapt to different and potentially complex situations
• Skilled in developing and implementing department specific policies, guidelines, and best practices
• Proficient with computers with the ability to efficiently learn new software
• Strong analytical and problem-solving skills with the ability to use data to drive performance improvements
• Effective time management skills including multitasking and prioritization

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A2 Hosting is currently seeking an experienced Support Operations Manager to join the Support leadership team! The Support Operations Manager plays a crucial role in ensuring the support team has the essential tools, training, and knowledge resources to provide optimal service to customers while maximizing team productivity and effectiveness. The Support Operations Manager is responsible for tracking key performance indicators, analyzing metrics, and identifying trends in customer contacts and team member performance that contribute to the continuous improvement of support operations.

Through leading, motivating, and working alongside a team of passionate professionals and leaders, the Support Operations Manager will be an integral part in ensuring that A2 Hosting is a leader in customer-focused web hosting services.

Duties and Responsibilities

• Provide leadership and guidance to the Support Operations Team members, including Training staff, Technical Writing staff, Quality Assurance staff, Project Coordination staff and data and analytics staff
• Coach and motivate team members to deliver high-quality support services
• Evaluate workloads, set performance targets, conduct evaluations, and foster a positive and collaborative team environment
• Collaborate with Support Managers to define customer service workflows that enhance service delivery
• Continuously review and improve processes and procedures to identify and address obstacles, streamline support operations, and increase efficiency
• Work closely with other departments to understand product changes and provide input on changes related to the customer service department
• Assist in the rollout of new services and service updates by ensuring the support team has the necessary tools, resources, and knowledge required to provide exceptional support
• Use data to identify areas for automation or improvement and implement strategies to enhance efficiency and customer satisfaction
• Develop and refine operational metrics to measure customer satisfaction, trends, employee productivity, and staffing levels
• Track, analyze, and report on key performance metrics, including response times and customer satisfaction scores
• Manage the support department's Jira board

Required Skills

• A minimum of 3 years of support leadership experience required, preferably in a web hosting, SaaS, or similar technology environment
• Familiarity with common support tools, including ticketing systems, strongly preferred
• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members
• Proven interpersonal and leadership abilities; ability to foster and promote a professional and collaborative work environment
• Skilled in developing and implementing new tools, technology, and processes to drive improvements and enhance efficiency
• Have a strong strategic perspective with a focus on innovation and operational details while building the best support experience for customers
• Strong analytical and problem-solving skills with the ability to use data to drive performance improvements
• Effective time management skills including multitasking and prioritization
• Strong customer-focused mindset with the ability to adapt to different and potentially complex situations

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