[![Image]() Meet Jobicy Copilot — free AI autofill for job applications + remote job alerts ›](#)   [All remote jobs](https://jobicy.com/jobs.md)Open role[![LevelUp logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/31e98500-221.png)](https://jobicy.com/company/levelup.md)Remote opportunity at[LevelUp](https://jobicy.com/company/levelup.md)

# L1 Hosting Tech Support Agent

Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move.

[Apply for this job](#job-application)[View company](https://jobicy.com/company/levelup.md)Share3 Sep 2026Published45Listing views2Application actions3 Oct 2026Apply before  Opportunity details

## About this role.

AI SummaryThis is a frontline L1 technical support role for web-hosting customers, delivered through live chat and Zendesk tickets. The agent will troubleshoot WordPress, DNS, SSL, server accessibility, MySQL migration, FTP/SFTP, cPanel, and basic Linux command-line issues. Success depends on resolving issues efficiently while managing two to three concurrent chats and meeting CSAT, QA, AHT, and wait-time targets. It is a fully remote, full-time Manila-based role with a fixed afternoon or night shift, Monday through Friday. The role is suited to an empathetic support professional with hands-on hosting experience and clear English communication.

## Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

### Job Complexity

4/5EasyHard

### Pace & Pressure

5/5RelaxedFast-paced

### Autonomy Level

3/5GuidedFull ownership

### Communication Load

5/5IndependentCollaborative

AI insightThe role requires broad foundational troubleshooting across hosting infrastructure, WordPress, DNS, SSL, databases, and Linux while maintaining accuracy in real-time customer interactions. Concurrent chat handling and tightly measured service KPIs create a demanding, high-volume operating environment.

## Salary analysis

Estimated compensation compared with the broader PHP market for similar roles.

Estimated job medianHighly competitivePHP37,500PHP market rangePHP30k–PHP45k0PHP50k

AI insightThe disclosed monthly salary is PHP 35,000 to PHP 40,000, with a midpoint of PHP 37,500 per month. This is broadly competitive for an L1 web-hosting technical support professional in the Philippine market; an indicative market range is PHP 30,000 to PHP 45,000 monthly depending on hosting expertise, shift requirements, English proficiency, and support-volume expectations.

## Core skills

Skills and capabilities most closely associated with this opportunity.

[Web Hosting Support](https://jobicy.com/jobs?search_keywords=Web%20Hosting%20Support.md)[WordPress Troubleshooting](https://jobicy.com/jobs?search_keywords=WordPress%20Troubleshooting.md)[Live Chat Support](https://jobicy.com/jobs?search_keywords=Live%20Chat%20Support.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[DNS Management](https://jobicy.com/jobs?search_keywords=DNS%20Management.md)[SSL Certificates](https://jobicy.com/jobs?search_keywords=SSL%20Certificates.md)[cPanel](https://jobicy.com/jobs?search_keywords=cPanel.md)[MySQL](https://jobicy.com/jobs?search_keywords=MySQL.md)[Linux CLI](https://jobicy.com/jobs?search_keywords=Linux%20CLI.md)[Customer Service](https://jobicy.com/jobs?search_keywords=Customer%20Service.md)

Sample interview questionsHow would you troubleshoot a customer report that their WordPress site is showing a 500 error?I would first confirm the error and check whether it affects the front end, admin area, or both. I would review server and WordPress error logs, verify recent plugin or theme changes, check PHP compatibility and file permissions, and isolate conflicts by temporarily disabling suspect plugins when authorized. I would document findings, communicate progress clearly, and escalate with relevant logs and reproduction steps if the issue requires L2 support.

A domain resolves intermittently after a DNS update. What would you check?

I would verify the domain's authoritative nameservers, inspect A, CNAME, and any conflicting records, and confirm that the target IP is correct. I would check propagation status and TTL values, then test resolution through multiple public resolvers. I would explain expected propagation timing to the customer while identifying whether the issue is caused by incomplete delegation, cached records, or an incorrect zone configuration.

How do you manage two or three simultaneous live chats while maintaining quality?

I acknowledge each customer promptly, identify urgency and impact, and use concise updates to set expectations while I investigate. I keep structured notes for every chat, prioritize outages and access-impacting issues, and avoid making assumptions when switching between conversations. Before closing each chat, I summarize the resolution, confirm the next action, and ensure the ticket documentation is complete.

What steps would you take when a customer's SSL certificate appears invalid or expired?

I would check the certificate expiration date, domain coverage, certificate chain, and whether the correct certificate is installed on the active virtual host. I would also verify DNS points to the intended server and test for mixed-content warnings if the certificate itself is valid. If renewal or installation is needed, I would guide the customer through the appropriate process or escalate with the domain, server, and validation details.

Describe how you would handle a support issue that exceeds L1 scope.

I would gather the relevant symptoms, timestamps, account or domain details, troubleshooting steps already completed, logs, and the customer impact. I would explain to the customer that the issue is being escalated while providing a realistic next-update expectation. Then I would create a clear escalation to the senior team and continue monitoring ownership so the customer receives a timely, informed response.

Company Overview

LevelUp is a specialist agency providing outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with various companies, delivering valuable technical, operational, and back-office support. We boast a large team of skilled and passionate professionals committed to producing high-quality work for our clients.

Position Overview

We are seeking a highly motivated, detail-oriented L1 Hosting Tech Support Agent to join our team. In this critical, frontline, customer-facing role, you will serve as the primary point of contact for clients seeking technical assistance with their hosting environments and WordPress websites.

Leveraging your passion for customer service and solid foundational knowledge of web hosting, you will troubleshoot and resolve a broad spectrum of technical issues via live chat and ticket-based support. Since stellar client experiences are highly valued, you will be expected to multitask efficiently by managing two to three concurrent live chat channels during busy periods while maintaining excellent response times, a high-quality assurance (QA) score, and top-tier Customer Satisfaction (CSAT).

This is a full-time, long-term opportunity embedded in an active, supportive team. If you thrive in fast-paced environments, love solving technical puzzles, and enjoy delivering empathetic, world-class customer service, we would love to have you on board! This fully remote position requires working a fixed mid-shift or night-shift Monday through Friday with no schedule flexibility, observing standard Philippine holidays.

Reference: 2634-323775

### Responsibilities

* Provide world-class technical support to hosting customers via live chat (managing 2 concurrent chats, scaling up to 3 during high-volume periods) and ticket-based support via Zendesk.
* Diagnose and resolve common web hosting and WordPress issues, identifying root causes to solve customer inquiries on the first contact whenever possible.
* Assist customers with general WordPress tasks, including troubleshooting issues related to core files, plugins, themes, and configuration errors.
* Answer server-side queries, inspect DNS records, check and update SSL certificates, and troubleshoot website accessibility issues.
* Handle basic database queries and migrations (MySQL) to resolve backend errors and facilitate site movement.
* Utilize basic Linux command-line tools to diagnose, navigate, and troubleshoot server-side issues.
* Meticulously document issues and escalate complex, tier-2 technical problems to senior teams to ensure service continuity.
* Actively meet and exceed key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Average Handling Time (AHT), QA scores, Acceptance Rate, and Average Customer Wait Time.
* Maintain an active, highly responsive online presence via Slack and Zendesk during your entire shift.

### Requirements

* 1 to 2 years of solid technical support experience specifically working in a web hosting environment.
* Basic to intermediate knowledge of WordPress, with a demonstrated ability to identify and troubleshoot plugin, theme, and configuration conflicts.
* Proven experience with FTP/SFTP, cPanel, or custom web hosting dashboards.
* Strong understanding of DNS zone files (A records, CNAME, TXT) and SSL setup.
* Basic knowledge of HTTP response status codes (e.g., 500, 404, 403, 502, 504).
* Experience with MySQL databases, including running simple queries or basic site migrations.
* Excellent multitasking capabilities, specifically the capacity to handle 2 to 3 concurrent live chat windows smoothly and accurately.
* Outstanding written and verbal English communication skills, with a conversational, natural flow and minimal grammatical errors.
* A warm, empathetic customer support style that prioritizes active listening, rapport-building, and customer advocacy.
* Practical experience navigating files and running basic diagnostic commands via Linux CLI.
* A bachelor’s degree in information technology, Computer Science, or a related field is preferred (nice-to-have), but equivalent hands-on experience will be highly considered.

### More Information

* This is a fully remote position with a standard 40-hour fixed-schedule work week.
* The exact work schedule depends on the client that you are assigned to but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.
* We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.
* Equipment provided
* HMO + 13th month pay and other government-mandated benefits

### Compensation

### Additional Information

Show more

[Apply now >](https://jobicy.com/jobs/152460-l1-hosting-tech-support-agent.md)

*

![Upload CV](data:image/svg+xml;base64,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)

### Upload your resume now

To unlock remote work opportunities and be discovered by global employers.

This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.

Next step

## Apply now.

Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information.

Keep exploring

## Related remote jobs.

Matched by job category10 related opportunities[Technical Support](https://jobicy.com/categories/technical-support.md) [Browse all jobs](https://jobicy.com/jobs.md)
*
![Monzo logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/5b4c0ec3-221.jpg)
Monzo  Sep 3

### [Anaplan Support Analyst](https://jobicy.com/jobs/152494-anaplan-support-analyst.md)

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our…

*
![LevelUp logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/31e98500-221.png)
LevelUp  Sep 3

### [Tier 1 Business Support Specialist](https://jobicy.com/jobs/152471-tier-1-business-support-specialist.md)

Company Overview LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of…

*
![Nextiva logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/5863278d-221.jpeg)
Nextiva  Sep 3

### [Customer Support Representative (Night Shift, Weekdays)](https://jobicy.com/jobs/152457-customer-support-representative-night-shift-weekdays.md)

Redefine the future of customer experiences. One conversation at a time. At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric…

*
![LevelUp logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/31e98500-221.png)
LevelUp  Sep 3

### [Helpdesk Support Agent 6-Month Fixed-Term Contract](https://jobicy.com/jobs/152456-helpdesk-support-agent-6-month-fixed-term-contract.md)

Company Overview LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of…

*
![Veeam Software logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/f7716b71-221.jpg)
Veeam Software  Sep 3

### [Senior Customer Success Engineer](https://jobicy.com/jobs/151408-senior-customer-success-engineer.md)

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI…

*
![Vercel logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/a6aded72-221.png)
Vercel  Sep 3

### [Senior Customer Support Engineer](https://jobicy.com/jobs/150101-senior-customer-support-engineer.md)

About Vercel: Vercel is the agentic infrastructure company. We free people and agents to ship what’s next. For more than a decade, Vercel has shaped how the web is built….

*
![Fleetio logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2023/07/e571b83c37e0ed5371754d319be16e76.jpeg)
Fleetio  Sep 2

### [Associate Product Support Specialist (Remote – UK)](https://jobicy.com/jobs/152388-associate-product-support-specialist-remote-uk.md)

A little about us…Fleetio is a modern software platform that helps thousands of organizations worldwide manage their fleet operations. Transportation technology is a hot market, and we’re leading the charge…

*
![Autodesk logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/03/983ea436405fa9ab72f858e1f1b874a7.jpeg)
Autodesk  Sep 2

### [Technical Account Specialist – Storm, Sewer, Flood](https://jobicy.com/jobs/150370-technical-account-specialist-storm-sewer-flood.md)

Job Requisition ID #26WD99973Position OverviewWe are seeking an expert in InfoWorks ICM (ICM) to assist our customers in adopting and optimizing their software. This is not a traditional software support…

*
![Autodesk logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/03/983ea436405fa9ab72f858e1f1b874a7.jpeg)
Autodesk  Sep 2

### [Account Technical Lead (ATL), Enterprise Accounts](https://jobicy.com/jobs/147706-account-technical-lead-atl-enterprise-accounts.md)

Job Requisition ID #26WD99448Position OvevriewThe Account Technical Lead (ATL), Enterprise Accounts, leads high-complexity technical engagements, independently drives enterprise discovery, architects detailed solution designs, and develops the Customer Technical Vision (CTV)….

*
![Rockbot logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/7c035029-221.jpg)
Rockbot  Sep 1

### [Network IT Specialist](https://jobicy.com/jobs/152351-network-it-specialist.md)

As the Network IT Specialist at Rockbot, you’ll serve as the technical backbone of Rockbot’s escalation function — the person the team turns to when issues are complex, environments are…