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Level 3 Technical Support Engineer

Own the hardest tickets for customers who expect a real human reply: DNS, WordPress, Laravel, Joomla, cPanel, Enhance and Plesk, from the terminal up.

  • Remote (EMEA)
  • 9am to 5pm GMT, Monday to Friday
  • Full-time
  • Overtime available
Apply for this role About Snappyhost

About the role

What you would be doing, and who with.

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.

Day to day

What the job involves.

  • Take 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-haves

What you need to bring.

You should be genuinely comfortable with every one of these. The practical session is built around them.

DNS

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 have

Helpful, not required.

  • LiteSpeed, 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.

What we offer

The deal.

Fully remote

Work from anywhere in EMEA. No office days, no relocation.

9 to 5 GMT, weekdays

A fixed day shift, with paid overtime available if you want more.

A growing team

IT professionals who like solving hard problems properly, and share what they learn.

Customers worth helping

Agencies, developers and business owners who notice a real reply and say thank you for it.

Room to grow

A fast-growing company where you help shape the process and build the company forward, so new responsibility arrives quickly.

Learn on the job

Training and certification support across the panels and stacks we run.

Apply

Tell us what you have fixed lately.

A link to your CV or LinkedIn and a few honest lines about your experience is all we need to start. A real person reads every application.

  • We reply to every applicant, usually within five working days.
  • Your details are used for this application only, and kept no longer than needed.
  • Questions first? Ask us anything before you apply.

This role is open to candidates in the EMEA region who can work 9am to 5pm GMT.

A public LinkedIn profile, or a CV shared from Google Drive, Dropbox or your own site.

By applying you agree to us processing your details for this recruitment process, as set out in our privacy policy.

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Rated Excellent by UK customers

Rated Excellent on Trustpilot Excellent · 4.8 out of 5 · 84 reviews on Trustpilot

I must have tried every hosting company out there. Snappy Host has delivered on their promise with excellent speeds, excellent uptime and excellent UK support. I highly recommend them 100%.

Ian Barber Trustpilot

Moved to Snappy Host from Heart, and it was the best decision I have ever made! Really supportive and helpful team who helped me get my emails set up for all my customers with no hassle. 10/10.

Duncan Matthews Trustpilot

Absolutely excellent company that goes above and beyond, and have always helped me virtually instantly when I have needed them.

DJ Eclypse Trustpilot

Snappy Host is terrific. Tom, Luke and Mark all went above and beyond to help me, and fixed an issue I had had for over two years. If you want fast, helpful service as well as lightning-fast websites, look no further.

Simon M Trustpilot

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I have found the team at Snappy Host to be very helpful. A quick chat message or email and they are on the ball resolving any issues. No long, complicated process to reach them.

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Snappyhost are first rate. Their service is both professional and yet also personable. You know you are talking to people who know what they are doing, and they have always been on hand when we have needed advice.

Castle Steel Buildings Trustpilot

Our agency manages a number of sites for clients, so we need an efficient, easy-to-use platform. The team have been super helpful through set-up and migrations, all for an unbeatable price.

Josh Trustpilot

I can't rate the guys at Snappy Host highly enough. They go above and beyond to help, and I couldn't run my websites without them. Highly rated.

Customerroy charles Trustpilot

Super helpful team and always provide a five-star service. Can't recommend using them enough.

Riley Williams Trustpilot

Snappy Host provide hosting with fantastic and friendly support. The range of services is great and their support is quick and helpful. I have many sites with Snappy.

Simon Clay Trustpilot

Snappy are great! They always fix our problems straightaway and without any fuss!

Anne Trustpilot

Perfect services. Reliable. Top-notch customer support.

Miroslav Trustpilot

SnappyHost support is consistently great. I have used them to host my website, which has grown substantially over the years. My site is really fast thanks to the tools they installed, and whenever there is an issue they sort it out. Amazing service.

The Professional Traveller Trustpilot

Fantastic support. Great speed at unbelievable value.

Ron Finnegan Trustpilot

I have been a customer for several years. I recently had challenges putting my website live and was helped by Tom, whose professionalism and dedication exceeded my expectations. Snappy Host sets a high standard for excellence.

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