Support Engineer – L2

This is a fully remote position, open to applicants in Serbia.

📋 Description

• Manage Tier 2 ticket escalations, diagnosing and resolving intricate issues associated with web servers, database servers, mail services, and network protocols.

• Set up, maintain, and troubleshoot Apache, Nginx, LiteSpeed, MySQL/MariaDB, and SMTP services.

• Oversee DNS infrastructure and configure as well as troubleshoot A, CNAME, MX, TXT, and SRV records.

• Integrate DNS and hosting solutions with Cloudflare.

• Administer and resolve issues in WHM/cPanel, CloudLinux, and Ubuntu Server environments.

• Conduct advanced server administration, log analysis, file manipulation, and execute scripts via the Linux command line.

• Investigate malware, brute-force attacks, spam, and various security incidents.

• Optimize server resources and implement best practices for server hardening.

• Collaborate with Tier 1 and Tier 3 engineering teams.

• Document troubleshooting processes and contribute to internal knowledge bases.

⛳️ Requirements

• 2–4 years of experience in a technical support or system administration position within the web hosting, cloud infrastructure, or managed services sector.

• Degree or certification in Computer Science, Information Technology, or equivalent hands-on experience.

• Linux/cPanel certifications are highly advantageous.

• Exceptional written and verbal communication skills in English.

• Strong analytical skills and a mindset geared towards root-cause problem solving.

• Ability to prioritize tasks efficiently under pressure in a dynamic environment.

• Willingness to engage in a rotating shift or on-call schedule to support 24/7 hosting operations.

• In-depth understanding of web hosting architectures and protocols such as HTTP/HTTPS, FTP, SSH, SMTP, and IMAP/POP3.

• Experience in configuring and troubleshooting Apache, Nginx, or LiteSpeed.

• Proficiency in MySQL/MariaDB administration, user management, and performance tuning.

• Knowledge of SMTP configuration, mail routing, SPF, DKIM, DMARC, and anti-spam strategies.

• Comprehensive understanding of DNS and experience with Cloudflare.

• Skilled in Linux command-line administration, text processing, file permissions, and process management.

• Practical experience with Ubuntu and CloudLinux.

• Advanced operational experience with WHM/cPanel, including account creation, reseller management, EasyApache, MultiPHP Manager, and backup/restore procedures.

🏝️ Benefits

• You have the opportunity to work entirely from home.

• An inclusive and secure environment, free from discrimination and harassment.

• Support for both personal and professional development.

• A collaborative global network and a positive workplace culture.