Remote Support Specialist (Hosting/Cloud)

About the Role
DartNode is looking for a Remote Support Specialist to help customers across our cloud VPS, dedicated/bare metal, and colocation services. This is a ticket-first support role with a strong focus on clear communication, fast triage, and solid technical troubleshooting. You’ll work closely with internal teams to resolve issues, document fixes, and improve the customer experience.

What You’ll Do

Respond to support tickets and resolve issues related to VPS, dedicated servers, networking, and service provisioning

Triage i ---------- , identify root cause, and escalate appropriately with clear notes and next steps

Assist with common requests: reboots, OS reloads, migrations, backups/restores, firewall and connectivity troubleshooting

Support provisioning and onboarding tasks, including verifying deployments and validating service health

Maintain accurate ticket documentation and follow internal SOPs/runbooks

Contribute to the knowledge base by writing and improving guides and troubleshooting articles

Communicate status updates clearly and professionally, especially during outages or degraded service events

Requirements

1+ year experience in technical support (hosting, cloud, MSP, datacenter, or similar)

Comfortable with Linux fundamentals (SSH, services, logs, basic networking)

Working knowledge of common hosting concepts: DNS, TCP/IP, ports, firewalls, virtualization, backups

Strong written communication and ability to explain technical concepts in a calm, customer-friendly way

Reliable availability for scheduled shifts and on-call rotation if needed

Ability to work independently in a remote environment, prioritize tasks, and manage multiple tickets

Nice to Have

Experience with virtualization platforms (KVM, Proxmox, VMware, etc.)

Familiarity with common control panels or automation systems

Experience troubleshooting DDoS-related connectivity issues

Knowledge of BGP, routing, or datacenter networking basics

Prior experience supporting colocation customers (remote hands coordination, cross-connects, power questions)

Work Setup

Fully remote

Ticket-based support (phone support may be used for escalations/enterprise customers)

Flexible scheduling based on coverage needs; shift work possible

Compensation

Competitive pay based on experience

Growth path into senior support, escalation engineer, or systems/network roles

How to Apply
Send a short message with:
Your support experience (where you’ve worked and what you supported)
Your comfort level with Linux and networking
Any examples of tickets/i ---------- you’ve handled (high level is fine)
Your time zone and typical availability