Technical Support Specialist (based in Nicaragua)

📋 Description

• • Be the human link between cutting-edge web-hosting technology and 3 million global customers. Every day you will turn complex technical puzzles into simple, confidence-building steps that empower entrepreneurs, bloggers, and small-business owners to launch and scale online.
• • Own the end-to-end customer journey via live chat and tickets. You will diagnose DNS propagation hiccups, SSL misconfigurations, WordPress white-screen errors, email delivery issues, and server-performance bottlenecks—then translate your findings into crystal-clear instructions that non-technical users can act on in minutes.
• • Champion our AI assistant “Kodee.” You will feed real-world ticket data, edge-cases, and customer language into Kodee’s learning loop, improving intent recognition and resolution accuracy. Your insights will directly shape product roadmaps and reduce average handle time for the entire 900-person Hostinger family.
• • Rotate across specialized squads—Performance, Domains, WordPress, Billing, or Onboarding—depending on evolving demand. One week you might optimize LiteSpeed caching for high-traffic WooCommerce stores; the next you could craft a self-service guide for transferring .ni domains to Hostinger.
• • Keep your finger on the pulse of the web. You will beta-test new hPanel releases, experiment with PHP 8.x staging environments, and document breaking changes before they reach customers. Your proactive alerts will save thousands of sites from downtime.
• • Drive continuous improvement. After each shift you will tag root causes, propose macros, and update internal runbooks. Monthly “Kaizen” reviews turn your micro-optimizations into team-wide SOPs that raise CSAT and NPS quarter after quarter.
• • Work fully remote from anywhere in Nicaragua with a schedule that rotates through morning, day, and night shifts, including some weekends. This structure guarantees 24/7 global coverage while giving you flexibility to balance studies, family, or passion projects.
• • Collaborate cross-functionally with developers, product managers, and marketing to surface customer pain points. Your frontline insights will influence feature prioritization, pricing experiments, and even brand messaging.
• • Celebrate victories loudly. When a customer writes “You saved my launch day!” you will share the win on #kudos Slack, inspiring peers and reinforcing Hostinger’s customer-obsessed culture.