Technical Support Engineer - xCloud Hosting (Roster Shift)

Job DescriptionAt Startise, we’re hiring a Technical Support Engineer to be the first point of contact for our xCloud Hosting customers. You’ll guide users through the xCloud platform, assist with WordPress, and handle domain/DNS/SSL setup with confidence. You’ll take ownership of each case, documenting clearly, resolving efficiently, and escalating accurately when it’s the right call.Key ResponsibilitiesServe as the first point of contact for customers, maintain end-to-end case ownership, and ensure timely, high-quality resolutions.Provide friendly, timely support via Live Chat, Tickets, Email, and Premium Slack.Follow SOPs/runbooks and escalate to Cloud Support for server/stack issues when required.Troubleshoot common WordPress issues (plugins, themes, conflicts, caching, page builders) and help customers fix them.Guide customers through xCloud platform navigation, site creation, backups/snapshots, and access control.Help customers point DNS to xCloud, enable SSL, and configure basic CDN/Cloudflare settings.Assist with WordPress site migrations to xCloud using our recommended tools and checklists.Write and maintain knowledge base articles and short technical posts.Convert recurring issues into actionable feature requests and UX suggestions; collaborate with QA/Engineering on reproducible bug reports.Keep documentation and handovers crisp; meet first-response and resolution SLAs. Requirements1–2 years in technical support or customer-facing support for a tech/hosting product (2+ years with WordPress is a plus).Excellent English (written & verbal); able to explain technical topics to non-technical users.Extensive troubleshooting experience; strong understanding of plugins/themes, database & file structure, and wp-config.php; WP-CLI proficiency (or strong familiarity).Proficiency with the Linux command line (SSH), routine tasks on Ubuntu/Debian; SFTP and remote file management.Experience with DNS, SSL/TLS, Cloudflare/CDN, SMTP; ability to read common logs (nginx/OLS/app/system).Solid grasp of the LEMP stack (NGINX, PHP-FPM, MySQL/MariaDB) and caching concepts (object & page).Clear written documentation with screenshots/short repro videos and tidy ticket notes; organized, proactive, effective in shift-based/remote workflows; calm, analytical decision-making under pressure. Preferred / Bonus SkillsExperience with control panels or managed WordPress hosting.Advanced DNS and Cloudflare configuration.Page builders and caching plugins expertise.Basic Git and comfort with staging/production workflows.Awareness of Dockerized apps and when to escalate to Cloud Support.Exposure to Redis, WAF, broader CDN strategies, and WordPress performance optimization (GTmetrix/Core Web Vitals analysis).Familiarity with PHP/Laravel app basics (setup, troubleshooting, performance) is a plus. About XCloudxCloud is an all-in-one hosting platform to spin up production-ready infrastructure with one-click provisioning, automated deployments, and advanced monitoring. Run WordPress, Laravel, PHP, Node.js, n8n, and Dockerized apps including Ollama/OpenWebUI. Choose fully managed hosting, or connect your own Ubuntu servers on AWS, GCP, DigitalOcean, Vultr, or any provider, in a few clicks. 130+ built-ins include SSL, DNS/CDN, caching, firewalls, team access controls, and developer-friendly tooling.