Technical Support Engineer

hostpapa; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote-first

Competitive pay

Growth opportunities

Flexible schedule

AI tools access

Job summary

Managed.com is a remote-first, AI-first tech company powering CloudBlue, a platform that enables cloud commerce for major providers and MSPs. As a Technical Support Engineer, you will own customer-impacting incidents on the cloud-commerce platform, supporting providers and end customers.

You will manage tickets end-to-end, collaborate with developers and product teams, and ensure timely resolutions while maintaining SLAs and documenting solutions for future reference.

Qualifications

• Bachelor's in Computer Science or related Engineering, plus 3+ years in support engineering.
• Strong Linux system administration (CentOS/RHEL).
• Solid TCP/IP networking, IP addressing/subnetting, and routing.
• Experience with PostgreSQL/MySQL/Oracle and strong SQL skills.
• Familiarity with APIs and integrations (REST, SOAP, JSON, XML, XML-RPC).
• Experience with web hosting environments.
• Strong English communication skills, able to work independently and in teams.
• Experience with Java, Python, or C++ is a plus; Kubernetes is an asset.

Responsibilities

• Provide guidance to customers by answering how-to questions and best practices.
• Investigate issues, troubleshoot, and determine root causes.
• Resolve issues following established procedures and documentation.
• Collaborate with developers, account managers, and product teams for timely resolution.
• Manage workload and provide updates in line with SLAs.
• Log, update, and close tickets in the tracking system.
• Document troubleshooting steps and solutions as notes and KB articles.
• Stay current on products and related tech through training and self-learning.
• Support other tasks or projects as needed.

Skills

Linux administration

TCP/IP networking

SQL querying

APIs & integrations

Web hosting

English communication

Programming knowledge (Java/Python/C/C

Kubernetes

Log analysis

Education

Bachelor's in Computer Science or related Engineering

Tools

PostgreSQL/MySQL/Oracle

Monitoring tools

REST/SOAP/JSON/XML

OAuth/SAML

Job description

Position Summary: At managed.com, we're a remote-first, global team. We're also AI-first, so finding practical ways to use AI is part of every role here.

This role focuses on CloudBlue, a managed.com business that powers cloud commerce for many of the world’s largest service providers, including major Telcos, distributors, and MSPs. CloudBlue enables partners to monetize and manage cloud services and subscriptions at scale, combining the agility of a high-growth business with the backing of a global organization.

As the Technical Support Engineer, you will take ownership of customer-impacting incidents on our cloud-commerce platform, supporting both providers and end customers. You will manage tickets end-to-end, primarily through the service desk with occasional phone escalations.

What you’ll do:

• Provide guidance to customers by answering how-to questions and recommending best practices for product functionality and configuration
• Investigate reported technical issues, perform troubleshooting, and determine effective solutions and root causes
• Resolve issues by following established procedures and documentation
• Collaborate with developers, account managers, and product teams to ensure timely resolution of reported issues
• Manage workload effectively and provide prompt, accurate updates to customers in line with SLAs
• Log, update, and close all tickets accurately in the tracking system
• Document troubleshooting steps and solutions as technical notes and knowledge base articles
• Adhere to standards for quality and customer satisfaction
• Stay current on products, related technologies, and processes through training and self-learning
• Support other tasks or projects as assigned to meet team and business needs

About you:

• Bachelor’s in Computer Science or related Engineering and 3+ years in support engineering
• Strong Linux system administration (CentOS/RHEL)
• Hands-on network configuration/troubleshooting; solid TCP/IP, IP addressing/subnetting, and routing
• Experience with PostgreSQL/MySQL/Oracle; strong SQL (query analysis & composition)
• Ability to read system logs and use monitoring/troubleshooting tools
• Familiarity with APIs and integrations (REST, SOAP, JSON, XML, XML-RPC) and authentication standards (OAuth, SAML)
• Relevant experience in web hosting environments
• Strong English communication skills, with the ability to work independently and collaboratively
• Experience with Java, Python, or C++ is a plus.
• Kubernetes experience is an asset.

What we offer:

• Remote-first work, with team members across many countries
• Competitive pay, benchmarked against the markets we hire in
• Room to grow, with real ownership of your work and support for professional development
• Flexibility in how and when you work, within the core hours your team needs
• Access to the AI tools you need to do your work, and the room to experiment with them

About us:

Managed.com is the company behind a family of specialist brands spanning business technology, infrastructure, and channel commerce. These include HostPapa, ColoCrossing, Hostopia, CloudBlue, and LogoMaker. Each brand serves its market through its own products and customer experience. Together, we are bringing those strengths closer to create more connected experiences and help businesses build, operate, and grow in the AI era.

Our culture is built on trust, respect, and doing work that matters to our customers. As our brands come together, there's real room to grow into new roles and new areas of the business.

Managed.com is an equal-opportunity employer. We value the range of backgrounds, perspectives, and experiences across our team, and we hire and promote based on skills and contribution.

We're committed to providing accommodations for people with disabilities at every stage of the hiring process. If you need an accommodation, let us know, and we'll work with you to meet your needs.

It is anticipated that this position will be performed outside of Ontario.