Position Summary:
At managed.com, we're a remote-first, global team. We're also AI-first, so finding practical ways to use AI is part of every role here.
This role focuses on CloudBlue, a managed.com business that powers cloud commerce for many of the world’s largest service providers, including major Telcos, distributors, and MSPs. CloudBlue enables partners to monetize and manage cloud services and subscriptions at scale, combining the agility of a high-growth business with the backing of a global organization.
As the Technical Support Engineer, you will take ownership of customer-impacting incidents on our cloud-commerce platform, supporting both providers and end customers. You will manage tickets end-to-end, primarily through the service desk with occasional phone escalations.
What you’ll do:
- Provide guidance to customers by answering how-to questions and recommending best practices for product functionality and configuration
- Investigate reported technical issues, perform troubleshooting, and determine effective solutions and root causes
- Resolve issues by following established procedures and documentation
- Collaborate with developers, account managers, and product teams to ensure timely resolution of reported issues
- Manage workload effectively and provide prompt, accurate updates to customers in line with SLAs
- Log, update, and close all tickets accurately in the tracking system
- Document troubleshooting steps and solutions as technical notes and knowledge base articles
- Adhere to standards for quality and customer satisfaction
- Stay current on products, related technologies, and processes through training and self-learning
- Support other tasks or projects as assigned to meet team and business needs
About you:
- Bachelor’s in Computer Science or related Engineering and 3+ years in support engineering
- Strong Linux system administration (CentOS/RHEL)
- Hands-on network configuration/troubleshooting; solid TCP/IP, IP addressing/subnetting, and routing
- Experience with PostgreSQL/MySQL/Oracle; strong SQL (query analysis & composition)
- Ability to read system logs and use monitoring/troubleshooting tools
- Familiarity with APIs and integrations (REST, SOAP, JSON, XML, XML-RPC) and authentication standards (OAuth, SAML)
- Relevant experience in web hosting environments
- Strong English communication skills, with the ability to work independently and collaboratively
- Experience with Java, Python, or C++ is a plus.
- Kubernetes experience is an asset.
What we offer:
- Remote-first work, with team members across many countries
- Competitive pay, benchmarked against the markets we hire in
- Room to grow, with real ownership of your work and support for professional development
- Flexibility in how and when you work, within the core hours your team needs
- Access to the AI tools you need to do your work, and the room to experiment with them
About us:
Managed.com is the company behind a family of specialist brands spanning business technology, infrastructure, and channel commerce. These include HostPapa, ColoCrossing, Hostopia, CloudBlue, and LogoMaker. Each brand serves its market through its own products and customer experience. Together, we are bringing those strengths closer to create more connected experiences and help businesses build, operate, and grow in the AI era.
Our culture is built on trust, respect, and doing work that matters to our customers. As our brands come together, there's real room to grow into new roles and new areas of the business.
Managed.com is an equal-opportunity employer. We value the range of backgrounds, perspectives, and experiences across our team, and we hire and promote based on skills and contribution.
We're committed to providing accommodations for people with disabilities at every stage of the hiring process. If you need an accommodation, let us know, and we'll work with you to meet your needs.
It is anticipated that this position will be performed outside of Ontario.
Skills Required
- Bachelor’s degree in Computer Science or a related Engineering field
- 3+ years of experience in support engineering
- Strong Linux system administration experience, including CentOS or RHEL
- Hands-on network configuration and troubleshooting experience
- Knowledge of TCP/IP, IP addressing, subnetting, and routing
- Experience with PostgreSQL, MySQL, or Oracle
- Strong SQL query analysis and composition skills
- Ability to read system logs and use monitoring and troubleshooting tools
- Familiarity with APIs and integrations, including REST, SOAP, JSON, XML, and XML-RPC
- Familiarity with authentication standards including OAuth and SAML
- Relevant experience in web hosting environments
- Strong English communication skills
- Ability to work independently and collaboratively
- Experience with Java, Python, or C++
- Kubernetes experience
What We Do
About HostPapa HostPapa is a privately-owned company headquartered in Burlington, Ontario. HostPapa also has locations in 11 other countries around the world. At HostPapa, we consider every one of our customers to be a part of our family. That's why our motto is "Let Papa take care of you!" We understand that our customers' websites are important and that they need to be able to count on us to ensure that their service is not interrupted. We have established a solid foundation to offer hosting solutions and cloud services for small and medium-sized businesses that are reliable, easy-to-use, and customer service-oriented, all for a low cost. At HostPapa, we value our customers and recognize their need for outstanding customer service. We are not satisfied until our customers are! With HostPapa you get: Feature-rich hosting packages Money-back guarantee FREE domain registration Uptime guarantees Online knowledgebase / support Help with using the tools / getting set up Ecommerce capabilities Free apps With HostPapa you can depend on: Dedicated customer service Quality equipment Maximum guaranteed uptime Highly functional tools for administration The leading feature set available Secure and reliable backups A solid and honest business partner Careers at HostPapa A career at HostPapa is fun, laid back, rewarding and challenging. We offer continuous learning and opportunities for career advancement. If you think you have the skill-set to work with us and love to work in a fast-paced environment, then HostPapa is definitely the place for you! It is our goal at HostPapa to help our employees advance in their careers. By adopting an ongoing, hands-on learning environment, our employees are continuously growing and expanding their knowledge. We believe that employee education and training are essential, not only for our staff but also for our customers.
