Technical Support Specialist (based in Lithuania)

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� Description

• • Be the human bridge between cutting-edge web-hosting technology and 3 million global customers. Every live chat and ticket you handle is a chance to turn a frustrated site owner into a Hostinger ambassador.
• • Own the full support cycle: greet customers in Lithuanian or English, diagnose issues ranging from DNS propagation to WordPress plugin conflicts, and deliver crystal-clear, step-by-step fixes that non-technical users can follow.
• • Master rotation-based shifts (morning, day, night) including weekends, ensuring 24/7 coverage from either our Kaunas/Vilnius offices or your home workspace with rock-solid internet.
• • Continuously upskill through our 3-week onboarding bootcamp plus ongoing access to Reforge, Scribd, internal libraries, and peer-led workshops—turning every solved ticket into a learning opportunity.
• • Collaborate with product, engineering, and AI teams to feed real-time customer pain points into roadmap decisions, directly influencing new features and service improvements.
• • Enhance Kodee, our AI assistant, by tagging chat patterns, writing knowledge-base snippets, and testing bot replies—making future support faster and smarter for every user.
• • Proactively spot workflow gaps, suggest automations, and pilot new tools that cut average handle time without sacrificing the personal touch our brand is famous for.
• • Champion customer obsession: follow up on tricky cases, celebrate success stories in team Slack channels, and share “wow” moments during weekly retros to keep morale sky-high.
• • Stay ahead of the curve—track Hostinger product launches, cPanel updates, PHP releases, and emerging web technologies so your advice is always accurate and future-proof.
• • Contribute to multilingual help-center articles, record Loom walkthroughs, and host live Q&A webinars, scaling your impact far beyond one-to-one interactions.
• • Rotate through special projects—whether it’s launching a new data-center region, beta-testing hPanel features, or designing a gamified support leaderboard—keeping your role fresh and your growth exponential.

� Requirements

• • Fluent in Lithuanian and English (C1/native), both written and spoken
• • Proven experience in customer support within tech or SaaS, preferably via live chat
• • Solid grasp of web-hosting fundamentals: domains, DNS, email routing, control panels, and basic website troubleshooting
• • Advanced knowledge of web-hosting technologies, server management, and performance optimization (nice-to-have)
• • Proficiency with CMS platforms (WordPress), hosting control panels (hPanel, cPanel), email services, domain management systems, and support platforms (nice-to-have)
• • Experience contributing to or improving AI-powered support systems (nice-to-have)

️ Benefits

• • 360° Growth: limitless learning via Reforge, Scribd, digital & physical libraries, internal mobility, and a feedback-rich culture
• • Freedom & Responsibility: hybrid work from modern Kaunas/Vilnius offices or home, rotating shifts that fit your lifestyle
• • Wellness Simplified: health insurance from Day 1, gym memberships, recharge leave, regular health checks, sports & hobby clubs
• • Work Hard – Party Hard: Summerfest, Winterfest, Town Hall, team-building trips, workations, Žalgiris Arena VIP Lounge, milestone gifts for weddings, parenthood, and graduations