Support Engineer L2

About the Role

We are looking for a skilled and proactive Support Engineer L2 to join our hosting operations team. In this role, you will act as the crucial escalation point for complex technical issues involving web hosting, server environments, DNS infrastructure, and Linux systems.

You will troubleshoot, diagnose, and resolve advanced client and infrastructure challenges, ensuring maximum uptime, security, and performance across our hosting ecosystem. If you are passionate about Linux, web servers, and automation, and thrive on solving intricate technical puzzles, we want to hear from you.

Work: remote

Compensation: 130 000 - 145 000 RSD (gross1)

When: As soon as you can

Key Responsibilities

• Advanced Troubleshooting: Handle Tier 2 ticket escalations, diagnosing and resolving complex issues related to web servers, database servers, mail services, and network protocols.

• Server & Service Management: Configure, maintain, and troubleshoot Web Servers (Apache, Nginx, LiteSpeed), MySQL/MariaDB databases, and SMTP mail services.

• DNS & Domain Management: Manage DNS infrastructure, configure and troubleshoot various DNS records (A, CNAME, MX, TXT, SRV, etc.), and integrate services with Cloudflare.

• Control Panel Administration: Administer and troubleshoot hosting environments utilizing WHM/cPanel, CloudLinux, and Ubuntu Server.

• Linux Command Line Operations: Perform advanced server administration, log analysis, file manipulation, and script execution via the Linux CLI.

• Security & Performance Optimization: Investigate security incidents (malware, brute force attacks, spam), optimize server resources, and enforce best practices for server hardening.

• Collaboration & Documentation: Work closely with Tier 1 and Tier 3 engineering teams, document troubleshooting steps, and contribute to internal knowledge bases.

Qualifications 

• Experience: 2–4 years of experience in a technical support or system administration role within the web hosting, cloud infrastructure, or managed services industry.

• Education: Degree or certification in Computer Science, Information Technology, or equivalent practical experience (Linux/cPanel certifications are a strong plus).

• Soft Skills:

  • Excellent written and verbal English communication skills.

  • Strong analytical and root-cause problem-solving mindset.

  • Ability to prioritize tasks effectively under pressure in a fast-paced environment.

• Availability: Willingness to participate in a rotating shift or on-call schedule to support 24/7 hosting operations.

Skills

• Hosting Applications & Protocols: Deep understanding of web hosting architectures, core internet protocols (HTTP/HTTPS, FTP, SSH, SMTP, IMAP/POP3), and their respective settings.

• Core Server Stack:

  • Web Servers: Apache, Nginx, or LiteSpeed configuration and troubleshooting.

  • Database Servers: MySQL / MariaDB administration, user management, and performance tuning.

  • Mail Servers: SMTP server configuration, mail routing, deliverability troubleshooting (SPF, DKIM, DMARC), and anti-spam measures.

• DNS & CDN Management: Comprehensive knowledge of DNS resolution, DNS propagation, zone files, and experience with Cloudflare (SSL/TLS, caching, security rules, proxy settings).

• Operating Systems & Environment:

  • Linux CLI: Proficiency in command-line administration, text processing, file permissions, and process management.

  • Distributions: Hands-on experience with Ubuntu and CloudLinux (including cgroups/LVE manager).

• Control Panels: Advanced operational experience with WHM/cPanel (account creation, reseller management, EasyApache, MultiPHP manager, backup/restore procedures).

About us

group.one is a leading European provider of online presence, cloud hosting, and digital marketing services. Over 2 million customers trust us with their online success. Our global team consists of 1 500+ employees operating from nearly 20 locations across 15 countries, with our headquarters in Sweden. Thanks to the support of our partners Cinven and Ontario Teachers' Pension Plan, we are steadily expanding the group's service portfolio and geographical footprint.

When you join group.one, you become a part of a global network that values collaboration, growth, and excellence. Join us in creating online success stories!

We are committed to an inclusive and safe environment, free from discrimination and harassment.

We welcome talent in all its diversity. Your gender, background, age, beliefs, or personal story do not define your opportunities here - what matters to us is mutual respect, personal appreciation, and creating a workplace where motivation and collaboration thrive. We believe in supporting your personal and professional growth, recognising you as both an individual and a valued team member.

We want to continue to grow with you and why we look forward to getting to know you.