Level 3 Technical Support Engineer

Snappyhost is one of the UK's fastest-growing hosting companies. We run fast, reliable hosting for agencies, developers and business owners across the world, on LiteSpeed and NVMe servers in the UK and the US, fronted by a CDN with 78 locations. They chose us for the speed, and they stay because when something goes wrong a real person answers, understands the problem and fixes it.Our customers expect genuinely human replies, not canned responses, and support that makes their day easier rather than adding to it. You would be joining a growing team of IT professionals who take that seriously. Level 3 is where the difficult tickets land: the ones that need someone comfortable in a shell, who can read a stack trace, trace a DNS problem to its source and fix a broken site rather than hand it back. It is also a role with a say in how we work: you will write the SOPs and guides the team runs on, help shape our processes and help build the company forward as it grows.The role is fully remote and open to anyone based in the EMEA region who can work UK hours. You will work 9am to 5pm GMT, Monday to Friday, with paid overtime available for those who want it.What the job involvesTake escalated tickets from Level 1 and 2 and see them through to a fix, with a clear note back to the customer.Diagnose and repair WordPress, Laravel and Joomla sites: plugins, themes, Composer, queues, cron, caching and database issues.Resolve DNS, email deliverability, SSL and domain problems, and explain the cause in plain English.Administer cPanel, Enhance and Plesk servers: accounts, PHP versions, resource limits, migrations and restores.Work in the terminal over SSH every day, and write bash scripts that turn a repeated manual fix into a one-liner.Use and build against APIs (control panel, billing, DNS and internal tooling) to automate the boring parts of support.Spot patterns across tickets and feed them back to the platform team so the same problem stops arriving.Write SOPs (standard operating procedures) and guides for the team, so the next engineer solves the same issue in half the time and new starters get up to speed quickly.Help shape how support works: suggest better processes, escalation paths and tooling, and see them adopted rather than filed.Help build the company forward. As we grow, the people who improve how we work shape the roles, the team and the platform around them.Must-havesDNS: Records, propagation, nameservers, DNSSEC basics and the tools to prove where a problem sits.WordPress: Debugging at the PHP, database and server level, not just the dashboard. WP-CLI a given.Laravel: Comfortable with artisan, Composer, queues, .env, logs and deploying a Laravel app on shared or VPS hosting.Joomla: Installs, upgrades, extension conflicts and recovery after a bad update.cPanel: Day-to-day account and server administration, including WHM and the command-line tools behind it.Enhance: Hands-on with the Enhance control panel: sites, servers, backups and migrations.Plesk: Administration on Linux, including the Plesk CLI and extension troubleshooting.Terminal, SSH and bash: You live in a shell. Confident with SSH, systemd, logs, permissions, and writing bash scripts that other people can read.APIs: Reading API docs, calling endpoints with curl or a script, and wiring two systems together when the panel cannot.Fast learner: New panels, new stacks and new tooling arrive regularly. You pick them up quickly and enjoy it.Nice to haveLiteSpeed, LSCache and Core Web Vitals tuning.MySQL and MariaDB performance work: slow queries, indexes, InnoDB tuning.Experience with WHMCS or another hosting billing platform.Python or PHP beyond scripting, or Ansible for configuration management.Previous work at a web host, agency or MSP.