Technical Support Specialist

About the role

Oysterweb UK provides cloud hosting and digital infrastructure services for businesses. The Technical Support Specialist helps customers keep their websites, email, domains, and hosting services operating reliably.

This is a hands-on customer support role for someone who can investigate methodically, explain technical issues in plain English, and take ownership from first response through resolution or a well-documented escalation.

What you will do

• Respond to customer requests through the support ticket system with clear, accurate, and practical guidance.
• Troubleshoot common web hosting, cPanel, WordPress, domain, DNS, SSL, website, database, and email-delivery issues.
• Gather evidence, reproduce faults where appropriate, and distinguish account configuration issues from wider service incidents.
• Escalate complex infrastructure or security issues with a concise timeline, diagnostic results, customer impact, and actions already taken.
• Keep customers updated during investigations and set realistic expectations without overpromising.
• Maintain useful internal notes and contribute clear fixes or guidance to knowledge-base documentation.
• Support careful handovers so open cases retain context across service-cover periods.
• Handle customer and account information in line with access-control and data-protection requirements.

What you will bring

• Professional experience in technical support for web hosting, managed services, SaaS, IT support, or a closely related environment.
• Working knowledge of DNS records, domain names, SSL certificates, website hosting, databases, and email protocols.
• Confidence using cPanel or a comparable hosting control panel and the ability to learn WHMCS-based workflows.
• A structured troubleshooting approach, including accurate note-taking and safe change management.
• Strong written and spoken communication, with the judgement to adapt explanations for non-technical customers.
• The ability to prioritise competing requests according to customer impact, urgency, and security risk.

Useful additional experience

• Experience supporting WordPress, PHP applications, MySQL or MariaDB, and common website migration tasks.
• Basic Linux command-line, web server, log analysis, and networking knowledge.
• Familiarity with incident management, monitoring alerts, abuse reports, backups, or malware investigation.
• Experience writing customer-facing technical documentation or knowledge-base articles.

Working at Oysterweb UK

You will work on real customer problems across a broad hosting environment, with an emphasis on accuracy, ownership, respectful communication, and dependable service. Because Oysterweb UK provides round-the-clock technical support, the role requires a responsible approach to handovers and service coverage.

The specific working arrangement and any service-cover rota will be discussed during the hiring process and confirmed before an offer is accepted.