Career in WebPros

Position Overview: 

Our Technical Support Department is recognized globally for delivering premier support. Support is of substantial importance to the business of all WebPros brands. The CX Operations Engineer facilitates and enables front-line Support staff through the development, administration, and maintenance of essential back-end systems. This role additionally performs a variety of complex tasks utilizing discretion and independent judgment to support high impact WebPros customers, including consulting with customers and development to determine system functional specifications, analyzing and recommending system changes, coaching and training members of Technical Support, and will collaborate with the rest of the CX Operations team to ensure any issues are resolved as effectively as possible. The CX Operations Engineer additionally manages internal support systems & scripts by analysis, recommendations, and modifications of these tools.

Responsibilites: 

• Responsible for short and long term analysis and studies to proactively maintain support systems and execute preventative 

        maintenance plans. Monitors system status and reacts to issues as they arise

• Works with and provides recommendations to CX Management to ensure service levels and policies are being met, including

assisting in establishing product and process improvement plans to reduce support effort, and increase product availability and scalability

• Own and optimize CX technology and related systems process logic and administration for the organization 
• Collaborate cross-functionally with CX, Product, and Engineering teams and lead the evaluation, selection, and implementation of 

        new platforms, tools, and technologies to enhance Customer Experience offerings

• Lead in critical incidents and outage situations, working with Engineering, CX, Site Reliability and other teams to resolution.
• Document         scenarios for post-mortems and work cross-functionally to resolve and prevent outages
• Develop playbooks and documentation of CX tools configurations, integrations, and workflows
• Seeks and utilizes opportunities to gain and share knowledge and experience with new and existing technologies
• Contributes to and makes recommendations for Company and Department documentation efforts
• Adheres to the policies and procedures of the company
• Maintains a core daily schedule to ensure efficient operations
• Exemplifies the cPanel Core Values of Inclusion, Innovation, Trust, Collaboration, and Fun 

Qualifications:

• Expert/industry-leading experience, knowledge and sharp troubleshooting/critical-thinking mindset skills noted in the technical requirements 
• 5+ years of Linux/*nix/BSD system administration experience 
• 3+ years hosting industry experience
• 2+ years of Python development experience, preferably with matching PostgreSQL experience
• Advanced knowledge of Linux and general cybersecurity concepts
• Solid understanding of API calls (HTTP standards, network requests and responses, JSON payloads) and server-client architecture
• Advanced knowledge of scripting and development focused on system administration including automation and resiliency 
• Additional consideration for knowledge in Zendesk ticket system administration

Written Communications: Superior written communication skills required; able to communicate effectively in all written work, utilizing proper grammar, spelling and punctuation

Oral Communication: Excellent oral communication skills required; to speak clearly and effectively in positive or negative situations with employees and in group settings

Interpersonal Skills: Able to motivate, coach, mentor, and develop relationships quickly with all level of employees in a professional and effective manner

Research Skills: Able to gather data, facts and impressions from a variety of sources about prospective and current employees; seeks knowledge about policies, rules, laws, procedures or practices; managing the data flow; classifying and organizing information for use in decision-making and monitoring

Ethics and Confidentiality: Demonstrates the highest level of ethical behavior and displays integrity and ethics in handling confidential information

Time Management: Strong organizational skills, able to prioritize and to use time effectively in an unsupervised fashion, pursuing other activities when regular duties have reduced volume; able to complete projects in a timely manner

Business Acumen:  Demonstrates good judgment and strong skills in achieving maximum organizational performance and efficiencies

Results Driven: Able to follow through on assignments in order to achieve company and departmental goals

Adaptability: Able to adapt to changes in the work environment, manage competing demands and deal with frequent changes, delays, or unexpected events 

Problem solving skills: Able to apply critical thinking and troubleshooting techniques to efficiently resolve issues, and able to apply independent judgment on a regular basis in making decisions without supervision

Technical Skills: Advanced technical skills including:

• Mastery of web server related technologies including Apache, Nginx, Django, UWSGI, MySQL, PostgreSQL, PHP, Exim and more
• Strong understanding of CentOS/RHEL/AlmaLinux/Ubuntu systems including package management tools (Yum, dnf, RPM, apt-get), shell commands and scripting, and Linux security concepts. 
• Strong understanding of cPanel software, configuration, and implementation
• Strong understanding of automation and deployment tools, such as Jenkins, Ansible, HashiCorp Stack, Docker, GitLab (and general git), GitHub, OpenStack
• Strong understanding of Python/PHP/Javascript

Travel Occasional local and overnight travel required, including some interstate travel by air.

 

About WebPros 

With over 20 years of experience serving the worldwide developer market to build leading web infrastructures, our team across multiple brands is passionate about the work that we do. We care about our international community, and about creating solutions that make their lives easier. We are powered by curiosity and a need for better. 

Though we speak multiple languages, our diverse teams connect and collaborate every day. Ultimately, we champion inclusivity, teamwork, and innovation in all WebPros brands, so bring on the next challenge!
 

Who Should Apply 

However, you identify or whatever your path to us, please apply if you see a position that makes your heart sing. Come join WebPros and help us build a company where you’re making a difference to the future of technology.  

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. WebPros is a place where everyone can grow. So, however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to work every day.  

WebPros is committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.