L1 Customer Support Engineer (Web Hosting)

Job Description

Title: L1 Customer Support Engineer (Web Hosting)

Company Name: hosting.com

Vacancy: 30

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• 2 to 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service

• Bachelor of Science (BSc) in Computer Science
• Bachelor of Science (BSc) in Information Technology

• Bachelor’s degree in computer science, IT, or a related field (preferred)

• Fresh graduates with strong technical fundamentals are encouraged to apply

• 2 to 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service

Skills Required:

• Knowledge of web hosting fundamentals

• Understanding of domains, DNS records, and email systems

• Familiarity with hosting control panels (cPanel, Plesk, or similar)

• Basic knowledge of Linux-based hosting environments

• Experience with CRM or ticketing systems

• Typing speed in words per minute: 40-50 WPM

• Good troubleshooting and problem-analysis skills

• Fluent English communication (spoken & written).

Experience Requirements:

• Minimum 2-3 years of experience in web hosting technical support or a related field.

• Freshers are also encouraged to apply.

• Strong knowledge of web hosting technologies (domains, DNS, email systems, website management).

• Experience handling escalations, case management, and customer-facing technical issues.

• Excellent communication skills with the ability to coach, mentor, and train junior staff.

• Problem-solving mindset with strong analytical and troubleshooting skills.

• Familiarity with CRM/ticketing tools and escalation workflows.

Weekend: 2

About Us

• We’ve got an incredible brand - now we’re busy creating the legend behind it. At hosting.com, we’ve set out to redefine the new standard for what web hosting should be - one that is authentically human, deeply trusted, and built on shared success.

• Our aim and promise are bold: to become the world’s most trusted hosting company. If you’re eager to contribute your time and talent to something bigger that people will talk about long after your work is done, hosting.com is your place. If you want to do that work with and alongside incredible humans who care about each other, our customers, and the work we do, it’s at hosting.com. If you believe the best success is always shared success, with your teammates, for your customers, hosting.com is your next work home.

• At hosting.com, we’re not just hosting websites. Although we do a great job of that for millions of websites. We’re helping our customers tell their stories and connect with their people. Creating product experiences that help them do that. Being there when they need us. And earning trust, day by day, by showing up and giving our best.

• All because we care about each other’s success. Our team is 750+ strong and growing, spread across the globe. We can’t do this alone. Come join the journey. And help us build something better, together.

About the Role

• As a Customer Support Engineer (Entry Level 1), you will be responsible for handling customer inquiries across phone, chat, email, and ticket channels. You will provide timely, accurate, and courteous support by addressing basic concerns, troubleshooting common issues, and guiding customers through standard processes.

• This role focuses on building foundational knowledge of web hosting services while delivering an excellent customer experience. You will follow established procedures, escalate complex cases to senior team members when necessary, and continuously develop your skills through training and coaching. Success in this position depends on strong communication skills through training and coaching. Success in this position depends on strong communication skills, attention to detail, willingness to learn, and a commitment to service quality and customer satisfaction.

Job Responsibilities:

• Manage & respond to customer inquiries via chats, calls, and emails.

• Tracking customer functional requirements.

• Build a trust relationship for customer account loyalty and engage customers.

• Handle customer complaints and provide appropriate solutions.

• Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.

• Process orders, forms, applications, and requests.

• Attracts potential customers by answering product and service questions and suggesting information about other products and services.

• Generate sales leads.

• Manage customers' accounts.

• Maintain customer databases by updating account information.

• Set up new customer accounts by recording account information.

• Keep records of customer interactions and transactions.

Salary:

• Negotiable (Based on experience and skills)

Other Benefits:

• Be part of a global, purpose-driven team building one of the world’s most trusted hosting companies.

• Is a fast-moving, agile company. We are energetic, and we hustle. You should be able to move at a pace and be self-motivated.

• Structured training and skill development

• Performance-driven and supportive work culture

Our Values

• Be Pragmatic. Be Trusted. Be Energetic. Be Accountable. Be Respectful.

• At hosting.com, success is always shared - with our people, our customers, and our communities.