Technical Support Specialist (based in Algeria) - night hours

📋 Description • Be the night-shift hero for 3 million global customers: from 10 p.m. to 7 a.m. Algeria time you will own every live chat and ticket that lands in our queue, turning anxious site owners into confident online entrepreneurs before sunrise. • Master the art of instant diagnosis: within minutes you will pinpoint why a WordPress site is throwing 500 errors, why DNS propagation is stuck, or why an e-mail account keeps bouncing messages, then translate the fix into crystal-clear, jargon-free steps that a first-time user can follow. • Champion our AI teammate Kodee: you will feed real chat transcripts and edge-case scenarios into the model, label new intents, and A/B test suggested replies so the bot learns to resolve 40 % of repetitive queries autonomously—freeing you to focus on the trickiest challenges. • Own the full customer lifecycle: from pre-sales questions about which Hostinger plan fits a Shopify store to post-migration performance tuning, you will guide users through SSL installs, CDN setups, staging environments, and database optimization, ensuring every interaction ends with a five-star rating. • Collaborate across time zones: during your shift you will escalate complex server-level incidents to our Lithuania-based SysOps team, hand off unresolved edge cases to the APAC squad at 7 a.m. CET, and log reproducible bugs so developers in Brazil can patch them before the next nightly cycle. • Continuously level-up the product: by tagging recurring pain points in our internal knowledge base you will influence roadmap priorities—whether that means requesting one-click staging for Node.js apps or lobbying for an easier DNS template for .dz domains. • Shape internal documentation: once a week you will record a 3-minute Loom video or write a concise Confluence article that turns your latest troubleshooting victory into a playbook the entire 900-person company can reuse. • Rotate weekends gracefully: every six weeks you will cover a Saturday or Sunday night, earning compensatory days off and an extra appreciation bonus, while ensuring our 24/7 promise never breaks. • Work from anywhere in Algeria with rock-solid connectivity: whether you prefer a quiet home office in Constantine, a seaside balcony in Annaba, or a co-working space in Oran, we reimburse up to 30 000 DZD a month for fiber upgrades, noise-canceling headsets, and ergonomic chairs. • Measure what matters: you will track first-response time (<60 seconds), resolution time (<4 hours for 80 % of tickets), CSAT (>92 %), and Knowledge Base deflection rate, iterating weekly to push each metric higher. • Grow without limits: after six months you can shadow our Cloud Infrastructure team, enroll in Reforge’s Growth Series, or mentor new hires—whatever path turns your curiosity into mastery. 🎯 Requirements • Fluent English (C1 or native) both written and spoken • Proven experience in customer support within tech, SaaS, or web-hosting environments, preferably via live chat • Solid grasp of web hosting fundamentals: DNS, domains, e-mail delivery, FTP, SSL, MySQL, and control panels like hPanel or cPanel • Ability to work fixed night shifts (10 p.m.–7 a.m. Algeria time) including some weekend rotations • Nice-to-have: advanced knowledge of server management (Apache, Nginx, LiteSpeed), WordPress troubleshooting, or prior contributions to AI support tools 🏖️ Benefits • 360° Growth package: 3-week paid onboarding bootcamp, unlimited access to Reforge, Scribd, and global conferences, plus clear internal mobility paths • Remote-first flexibility: work from any city in Algeria, receive a home-office budget, and enjoy rotating shifts that respect your personal life • Wellness first: paid sick days, recharge leave, sports & hobby clubs, and milestone gifts for weddings, new parenthood, or graduations • Work hard, party hard: annual Workations, Town Hall meet-ups, team-building retreats, and surprise appreciation events