Open Web Hosting Career Positions

A2 Hosting is currently hiring for a Network Engineer to join their team! The Network Engineer is responsible for building, maintaining, and improving the network infrastructure within the organization to ensure peak performance and reliability for our clients. In addition, the Network Engineer will diagnose and resolve issues as well as work on the development and implementation of upcoming projects and improvements. 

Working alongside a team of passionate professionals and leaders, the Network Engineer will be an integral part in ensuring that A2 Hosting is a leader in customer-focused web hosting services. 

What you’ll do:

• Perform network maintenance and system upgrades, including service packs, patches, hotfixes, and security configurations
• Standardize, optimize, and automate our infrastructure for maximum performance and stability
• Monitor and manage network capacity via LibreNMS to ensure sufficient bandwidth and resources
• Collaborate with team members across the organization to design and implement network architecture to both improve existing infrastructure and build out new locations
• Maintain and improve service quality and reliability across our complex set of services
• Troubleshoot production issues and coordinate with other internal teams
• Document configuration standards, troubleshooting steps, and platform designs
• Participate in the on-call rotation as scheduled
   

Skills and Experience:

• 3+ years professional experience in system-level network administration and troubleshooting required
• Proven expertise in designing and implementing datacenter networks, encompassing both local and wide area configurations
• Skilled in network hardware selection, establishing multi-site connections, and crafting comprehensive Layer 1, 2, and 3 architectures, including BGP and VPN tunnels
• Exceptional verbal and written communication skills; ability to read, write, and speak effectively in English to communicate with team members and leadership
• Expertise in administering and implementing Juniper routers and firewalls, as well as Cisco switches
• Familiarity with network automation tools (e.g., Ansible) and the ability to write basic Python scripts is preferred
• Working knowledge of Linux operating systems with the ability to utilize common networking command-line tools (netstat, tcpdump, ip route, etc)
• Experience with the entire network configuration lifecycle, from plan and design through deployment and maintenance
• Solutions oriented with strong analytical and problem solving skills, ability to troubleshoot, diagnose, and resolve problems in a professional and empathetic manner
• Effective time management skills, including multitasking and prioritization, with the ability to thrive in a fast-paced and agile work environment
• Team focused mentality with the ability to collaborate, communicate, and problem solve alongside team members at all levels of the organization
• Excellent organizational and prioritization skills – the ability to work independently and with remote team members to meet deadlines and handle shifting priorities
• Familiarity with configuration management systems, such as Ansible or Salt, a plus
• Experience in a remote work environment with globally distributed teams strongly preferred
• Experience in a web hosting or similar technology company a plus
• Certifications such as CCNP, JNCIP or equivalent are a plus

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Working alongside a team of passionate professionals and leaders, the Technical Support Supervisor will be an integral part of ensuring that A2 Hosting is a leader in customer-focused web hosting services while supporting the support team as a whole. 
 

• 8:00am – 4:00pm US Eastern Time, at least one weekend day required

What you’ll do:

• Oversee day-to-day contact center duties focused on team and shift operations, including scheduling and shift management, approving time cards, and monitoring queues to ensure smooth workflow and adherence to organizational standards
• Act as a mentor and role model for team members within the Support department by providing guidance and technical advice, and handling customer escalations as needed while reinforcing our mission and core values
• Track and manage the productivity and performance results of support team members
• Develop and execute monthly coaching plans for team members with a focus on career development and performance
• Prioritize coaching by fostering regular communication, nurturing strong interpersonal bonds, providing constructive feedback, and emphasizing skill enhancement
• Manage ongoing career development and training of team members through onboarding, performance reviews, coaching, and disciplinary actions as needed
• Create and present comprehensive business reviews that provide KPI stats, team insights, and additional information that can assist with both short and long-term strategic planning
• Provide a continuous feedback loop to the Support leadership team regarding performance, blockers, achievements, and opportunities
• Take proactive responsibility for addressing obstacles and difficulties as they emerge; actively seek resolutions while prioritizing open and transparent communication with all stakeholders
• Foster a strong customer-focused mindset within the team by engaging with customers to foster positive relationships and enhance overall satisfaction

Required Experience

• A minimum of 2-4 years of team leadership experience required, including supporting motivating, and guiding a high-performing team; preferably in a customer-service-based technical support organization
• Prior experience in coaching team members is required; certifications or familiarity with well-known coaching standards are a plus
• A minimum of 2 years of relevant customer-service experience with omni-channel queue management is required
• Experience in web hosting with the ability to troubleshoot, diagnose, and resolve web hosting-related issues strongly preferred
• Experience in a remote work environment, ideally with a globally dispersed team, is very strongly preferred

• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members through all utilized channels (email tickets, live chat, and phone)
• Ability to maintain a high level of professionalism and empathy while interacting with and assisting customers, team members, and others within the organization
• Effective time management skills with the ability to thrive in a fast-paced technical support environment
• Exceptional interpersonal skills with the ability to support, motivate, inspire, and guide a high-performing team
• Solutions-oriented with strong problem-solving skills, the ability to troubleshoot, diagnose, and resolve problems in a professional and empathetic manner
• Comfortable with learning new technical skills and adapting to new technologies/software
• CPCP and/or CWA certifications are a huge plus
• Hands-on experience working with WHMCS preferred
• Professional experience working in an Agile environment preferred, Jira experience a plus
• Basic understanding of, or professional exposure to, process improvement and project management methodologies a plus

• A minimum of 6 months tenure in current role with positive feedback from current supervisor
• A proven record at A2 Hosting of good performance and a history of proactive communication; experience with cross-department collaboration a plus
• Formal supervisory/leadership experience may be waived for internal candidates who have demonstrated high levels of unofficial leadership, team motivation, and collaboration in their current roles
• Intermediate knowledge of the different A2 Hosting products with experience utilizing support department tools
• Support-department specifics:
  • A Quality Assurance score of 95% or higher
  • A continued productivity score of 4 items or better completed per hour
  • An overall CSAT score of 92% or higher
  • Consistently in the top 20% of QA scores within the department

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A2 Hosting is currently looking for Level 2 Support Specialists to join our team! The Support Specialist is responsible for functioning as a mentor and swarm team leader to our Support Generalists. As a highly skilled team member in the Support department, the Support Specialist is expected to excel at their role as both a mentor and a functional member of the support team.
 

We are currently hiring for three (3) open shifts:
12:00am – 8:00am ET shift
8:00am – 4:00pm ET shift
4:00pm -12:00am ET shift
All shifts will include a minimum of 1 weekend day (Saturday and/or Sunday)
 

Working alongside a team of passionate professionals and leaders, the Support Specialist will be an integral part in ensuring that A2 Hosting is a leader in customer-focused web hosting services.
 

What you’ll do:

• Act as a mentor and role model for support generalists by providing guidance, and technical advice, and taking over escalated tickets as needed
• Participate in swarm tickets, providing advanced expertise and support to team members in a collaborative environment to ensure quick resolutions
• Process customer service requests of medium to high complexity in accordance with company procedures and productivity requirements
• Ensure team success by assisting as needed with the general support queue as well as more advanced job duties of the support team leads
• Maintain consistent and reliable attendance according to company and department policy to help ensure proper staffing levels

Skills you have: 

• A minimum of 2 years of relevant customer service experience in the web hosting industry required
• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members
• Strong customer-focused mindset with the ability to adapt to different and complex situations
• Previous experience with cPanel hosting environments required, cPanel University Certification a plus
• Strong understanding of the Linux command line
• Experience with optimizing PHP, MySQL, and configurations
• Solutions-oriented with strong analytical and problem-solving skills
• Effective time management skills including multitasking and prioritization

Additional Requirements for A2 Hosting Internal Candidates:

• A continued productivity score of 4 items or better completed per hour
• Consistent and Reliable attendance

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Are you passionate about delivering world-class customer service? Do you have web-hosting experience and a desire to work remotely? If so, you could be the perfect candidate to join A2 Hosting’s fully-remote Support team as an L1- Support Generalist.

As a member of our Support team, you’ll be at the forefront of providing exceptional customer service to our valued clients. You will be the friendly face behind the scenes, assisting customers via email, phone calls, and live chat, all while making an impact to our customers and their online web presence.

Working alongside a passionate and curious team, our Support Generalists play a crucial role in ensuring that A2 Hosting is a continued a leader in customer-focused web hosting services.
 

We are currently hiring for 4 PM – 12 AM and 8 AM – 4 PM Eastern Time Shifts – all schedules will include one weekend day. 

What you’ll do:

• Provide outstanding customer service to customers by assisting with basic support inquiries via email, live chat, and over the phone 
• Review and process incoming and/or flagged orders in accordance with company procedures
• Initiate the swarming collaboration process and actively participate in developing solutions
• Escalate complex inquiries as necessary to ensure positive outcomes for customers
• Meet and maintain the set productivity requirements for the role during each shift

Skills you have: 

• A minimum of 1 year of related customer-service experience in a technical support capacity, web hosting experience strongly preferred
• Strong ability to read, write, and speak effectively in English to communicate technical and complex concepts to clients and team members
• Strong customer-focused mindset with the ability to adapt to different situations
• Experience with cPanel and WHMCS strongly preferred; proficiency with computers with the ability to efficiently learn new software required
• Solutions-oriented mentality with strong analytical and problem-solving skills

3 Reasons you should apply:

• You are curious and enjoy finding solutions 
• You enjoy connecting with customers 
• You collaborate well with others
   

**All applicants should have a reliable high-speed internet connection and provide their own computer and work space**

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A2 Hosting is currently seeking a Systems Engineer to join our team! The Systems Engineer is responsible for implementing, supporting, and maintaining various complex computer systems throughout the organization.

Working closely with a team of passionate professionals and leaders, the Systems Engineer will be an integral part in ensuring that A2 Hosting is a leader in web hosting services. 

This position is 100% fully remote.

Essential Duties and Responsibilities

• Assist in the design, development, and implementation of new and existing products
• Collaborate with team members across the organization to design, develop and implement hardware and software components into cohesive and functioning systems
• Execute performance tests to evaluate the speed and responsiveness of our systems and applications 
• Provide ongoing support for deployed systems to optimize performance
• Develop and maintain up-to-date documentation to ensure proper understanding of the systems across various departments
• Act as an escalation point for our Junior System Administrators and System Administrators
• Participate in the on-call rotation as scheduled
• Research and stay up to date on latest technology trends and architectural concepts
• Perform related duties as assigned, within scope of practice, to ensure individual, team, and organizational success

Required Skills and Experience

• 5+ years professional level Linux (CentOS/RHEL) engineering experience
• Experience with central authentication systems; LDAP/FreeIPA a plus
• Hands-on experience designing, implementing, and optimizing Linux file-systems
• Experience in a web hosting or similar technology company strongly preferred
• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to peers, team members, and vendors
• Proficient in network troubleshooting and the ability to look at ping, traceroute, and tcpdump data and identify network anomalies
• Ability to read and understand python applications and perform basic code changes
• Proficient in troubleshooting and problem-solving in complex system environments
• Excellent organizational and prioritization skills – ability to work independently and with remote team members in a fast-paced and constantly changing environment
• Skilled in config management automation, with the ability to read, write and troubleshoot automation functions

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Working alongside a team of passionate professionals and leaders, the Product Manager will be an integral part in ensuring that A2 Hosting is an innovative and customer-focused leader in web hosting services. 

What you’ll do:

• Manage and execute product strategy and roadmaps for numerous A2 Hosting products
• Collaborate with cross-functional teams to drive execution of the product strategy, develop project management plans, establish consensus, and manage expectations throughout the product life cycle
• Identify requirements and opportunities for current and future product initiatives by conducting in-depth market research for target customer demographics
• Serve as a mentor and role model for less experienced Product department team members, offering guidance, technical advice, and continued training 
• Manage ongoing career development and training of team members within the Product department
• Determine and define the scope and objectives of upcoming projects; present information to ensure feasibility and organizational alignment
• Identify, collect, and analyze data and reporting around key metrics to accurately document the health and progress of ongoing product initiatives
• Take ownership of blockers and challenges as they arise; work to resolve the issue, while maintaining strong communication with affected parties
• Maintain sprint backlog for assigned and upcoming projects
• Research and stay informed of emerging skills, tools, trends, and technologies that could benefit and impact the organization
• Perform related duties as assigned, within scope of practice, to ensure individual, team, and organizational success

Skills and Experience You Have:

• 3+ years of full-cycle product management experience required
• 2+ years of professional-level experience in the web hosting industry in addition to a technical background strongly preferred
• Supervisory experience required, ideally in a fully-remote and globally distributed environment
• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to multiple stakeholders through various channels
• Proven experience in researching, defining, and executing business processes
• Strong understanding of business fundamentals (including P&L) and product pricing (including common pricing models and strategies) required
• Strong leadership skills to support and motivate a high performing team
• Solutions oriented with strong problem solving skills; ability to troubleshoot and resolve blockers in a professional and timely manner
• Effective time management skills, including multitasking and prioritization
• Team focused mentality with the ability to collaborate, communicate, and problem solve alongside team members at all levels of the organization
• A strong understanding of the Agile framework; JIRA experience a plus

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