View Our Website View All Jobs

Support Technician II

Location: Dallas, TX (Uptown Area)

FLSA:  Nonexempt

Direct reports: None

 

About StackPath

StackPath is a platform of secure Internet services built at the cloud's edge. StackPath services enable developers to build protection and performance into any cloud-based solution—from apps, to games, web sites, and beyond—without needing cloud security and delivery expertise of their own. More than 800,000 customers already use StackPath services, ranging from early-stage enterprises to Fortune 100 organizations. Headquartered in Dallas, Texas, StackPath has offices across the U.S. and around the world. For more information, visit stackpath.com and follow StackPath at www.fb.com/stackpathllc and www.twitter.com/stackpath.

 

About the Role

StackPath is hiring a CDN Support Technician II for our Customer Support team. Our Customer Support Technicians empower StackPath customer by quickly resolving customer requests, creating support documentation, and proactively suggesting solutions to common customer issues.

Here at StackPath we pride ourselves at putting the customer first and our Customer Support team plays a vital role in shaping how we serve our customers. We are looking for passionate, intelligent, and motivated Support Team members that want to be a part of a quickly growing team focused on customer satisfaction, collaboration, and teamwork.

 

Essential Duties and Responsibilities: 

  1. Provide next-level technical support via tickets, social media, phone, and live chat
  2. Monitor, report and address emerging issues
  3. Refer issues within committed time frames
  4. Communicate and follow-up with customers and staff of varying levels
  5. Proactively identify potential problems and make recommendations regarding solutions
  6. The ability to work holidays and have a flexible schedule

 

Desired Skills and Experience:

  • Excellent communication skills, both written and verbal
  • Understanding of DNS and how the Internet works
  • Knowledge of HTML/CSS/JS (web development).
  • Knowledge of how apache, .htaccess, dns, nginx, cpanel, iptables, (s)FTP, SSH work.
  • Website performance testing (Panopta, Cedexis, CatchPoint, Nagios, New Relic)
  • Basic knowledge of common CMS systems used such as WordPress, Joomla, Drupal and familiarity with their setup, configuration, and usage.
  • Debugging skills. Must be able to investigate and analyze why a website does not work and what could be the cause. Therefore, knowledge of web servers is useful.
  • Willingness to answer technical support phone calls.
  • Familiarity with bash commands such as dig, wget, traceroutes, and nslookup. 
  • Web Hosting Industry experience (have you worked for or been a customer of a web hosting provider).
  • Familiarity with CDN (Content Delivery Networks) is desired.

 

Personal Characteristics:

  •  Kind: You understand customers come first and do whatever it takes to help solve a problem and put a smile on their face
  • Collaborative: You’re always looking for ways to help, learn from others, and find the right solution, which may not be yours
  • Pragmatic: Always looking for better ways to solve challenges and think things through in detail while keeping an open mind and the ability to adapt to new ideas
  • Relaxed but focused: We like to have fun, but we work hard. The ability to balance both with some humor can make every day a win
  • Awesome: StackPath Support takes pride in their work being students of their craft

  

Other Details:

At StackPath, we take care of our employees we provide competitive salaries and a full slate of benefits. We invest in our people to ensure that they have everything needed to excel on the job.

Our goal is to make the internet a safer place. We need more help from people with the right passion and skills to help us get there.

This job description is not intended to be all-inclusive.

StackPath is an Equal Opportunity Employer. EOE/AA M/F/D/V

 

If your experience and qualifications match our current needs, a member of our human resources team will contact you. We look forward to hearing from you!

 

 

Read More

Apply for this position

Required*
Apply with Indeed
Attach resume as .pdf, .doc, or .docx (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity / Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Gender
Race/Ethnicity
Veteran/Disability status