--- title: "Customer Support Technician" company: "OnHires" company_url: "https://www.remjobs.works/companies/onhires" url: "https://www.remjobs.works/job/onhires-customer-support-technician-0b3d417a-f377-4d80-8dc7-31fc798a359a" apply_url: "https://jobs.ashbyhq.com/onhires/0aafc763-d027-4ec1-ad20-ce1f9e286966" workplace: remote location: "Europe (remote)" remote_scope: "Europe" employment_type: full-time seniority: mid role: customer-support region: europe skills: ["jira", "linux"] date_posted: 2026-08-23T12:04:29.511Z first_seen_by_remjobs: 2026-09-15T16:21:15.123Z --- # Customer Support Technician **OnHires** ยท Europe (remote) Apply: https://jobs.ashbyhq.com/onhires/0aafc763-d027-4ec1-ad20-ce1f9e286966 ## About OnHires Global recruitment from OnHires tailored solutions for your business needs. A remote recruiter will find you specialists professionally and quickly. ## About the role ### ๐Ÿš€ Join a Growing Technology Team Our client is a fast-growing technology company providing **latency-sensitive VPS, dedicated hosting, and colocation solutions** to a global customer base, primarily supporting **FX brokers and retail traders**. They are looking for an **assertive and technically curious Customer Support Technician** who enjoys solving technical problems, working directly with customers, and growing their expertise across infrastructure, networking, and systems. ๐Ÿ“ **Location:** Fully Remote ๐Ÿ• **Schedule:** Mondayโ€“Friday, 06:00โ€“14:00 BST (UTC+1) This is a hands-on support role where you'll provide **1st and 2nd line technical support**, including handling **Tier 2 escalations when appropriate**. You'll troubleshoot real-world software, hardware, VPS, connectivity, and networking issues while taking ownership of customer problems from initial report through resolution. ### ๐Ÿ› ๏ธ What You'll Do - Provide prompt, professional technical support via email, live chat, Slack, ticketing systems such as WHMCS, and rarely by phone - Provide 1st and 2nd line technical support and handle Tier 2 escalations when appropriate - Troubleshoot VPS connectivity, remote access, operating system, software, hardware, and networking issues - Diagnose and resolve technical issues efficiently while meeting committed SLAs and response times - Investigate issues by collecting relevant technical information such as IP addresses, error messages, screenshots, system details, and connection data - Manage multiple customer inquiries simultaneously while maintaining accuracy and a high level of customer satisfaction - Proactively monitor open issues and follow up with customers to ensure problems are fully resolved - Guide customers through the installation, configuration, and use of products and services - Explain technical concepts, troubleshooting steps, and recommended solutions clearly to both technical and non-technical users - Escalate complex technical issues to senior technicians with complete diagnostic information and documented troubleshooting steps - Work closely with the wider IT team to resolve more advanced technical problems - Follow established processes, procedures, and troubleshooting documentation, while identifying opportunities to improve them - Create and maintain knowledge base articles, troubleshooting guides, technical documentation, and internal processes - Track customer interactions, troubleshooting steps, issues, and resolutions accurately - Collect and relay customer feedback to help improve products, services, and support processes - Assist with IT projects and technical initiatives as assigned - Participate in rotating on-call coverage for internal and customer production issues - Support sales inquiries by providing technical guidance and product-related information when needed ### ๐ŸŽฏ What You'll Bring - Experience in technical customer support, IT support, help desk, or a similar role - Strong troubleshooting and problem-solving abilities - Excellent written and verbal English communication skills - A proactive attitude and a genuine interest in helping customers solve technical problems - Patient, professional, and empathetic approach when working with customers - Ability to communicate effectively with customers with different levels of technical knowledge - Ability to manage multiple customer inquiries simultaneously while maintaining accuracy and customer satisfaction - Strong organizational skills and the ability to prioritize tasks, meet deadlines, and respond promptly to customers - Ability to work independently while collaborating effectively with a technical team - Ability to clearly document troubleshooting steps, processes, instructions, and resolutions - Experience working with ticketing or customer support platforms such as WHMCS, Jira, Zendesk, ServiceNow, or Freshdesk - Ability to gather and document complete diagnostic information before escalating technical issues - Comfortable following established processes while proactively looking for ways to improve them - Willingness to continuously learn new technologies, processes, and technical skills - An assertive, adaptable, and growth-oriented mindset with a strong desire to develop within a technical environment ### ๐Ÿ’ป Technical Knowledge - Experience supporting Linux servers, particularly Ubuntu or Debian - Knowledge of Windows Server 2019/2022 - Experience supporting and troubleshooting various Linux-based systems - Basic understanding of networking protocols and fundamentals, including:TCP/IP - DNS - DHCP - VPN - VLANs - Firewalls / ACLs - Switching - Experience working in a fast-paced IT environment - Previous experience in financial services, FX, trading, or similar environments is a plus - Relevant certifications such as CompTIA A+, Network+, Security+, or Server+ are a plus ### Why This Role? - Work with a global customer base across the financial and FX industry - Get hands-on exposure to latency-sensitive VPS, dedicated hosting, Linux, Windows, networking, and infrastructure - Solve real technical challenges rather than following a purely scripted support process - Work with customers ranging from technical professionals to non-technical users - Join a team that values continuous learning, ownership, and technical growth - Work closely with experienced technical team members and expand your responsibilities - Develop deeper expertise across systems, networking, hosting, and infrastructure - Join a growing company with opportunities to take on more responsibility as the team and technology environment expand ### ๐ŸŒ About the Environment Our client provides **latency-sensitive Dedicated/VPS hosting and colocation services** primarily to **FX brokers and retail traders** across global financial markets. The company currently operates infrastructure in **New York and London**, with plans to expand into **Asia** in the future. The forex market operates **24 hours a day, six days a week** across major financial centers worldwide, so support operations are aligned with extended market hours to ensure timely customer assistance. The role therefore includes **rotating on-call coverage** for internal and customer production issues. If you're an **assertive, technically curious support professional** who enjoys troubleshooting, helping customers, learning new technologies, and continuously improving your technical skills, this could be a great next step. --- Source: OnHires's own career page, read by RemJobs. Canonical HTML version: https://www.remjobs.works/job/onhires-customer-support-technician-0b3d417a-f377-4d80-8dc7-31fc798a359a