Customer Support Specialist (Hosting)

Full time - Fully remote

Experience with Hosting industry is mandatory!

Techstack: WHMCS, KVM Virtualization both Windows and Linux,SolusVM, Freshdesk/Freshchat, VMS, VPS

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About the Role

You'll be responsible for managing customer interactions across live support channels while acting as a trusted point of contact for clients using our hosting and trading infrastructure solutions. This role is designed for someone with a strong background in hosting, cloud infrastructure, VPS environments, and technical client support, ideally within the trading, forex, EA, or algo trading space. This is not a general support role. We're looking for someone who understands the operational expectations of serious trading clients and can represent the business with clarity, speed, and credibility.

What You'll Own

You'll play a key role in delivering a premium customer experience by owning and supporting the following:

Providing live chat, email, and ticket support to clients

Assisting customers with technical, account, and infrastructure-related concerns

Supporting clients using trading VPS environments, including those running EAs and automated strategies

Developing a strong understanding of our products through:

internal collaboration

product testing

regular alignment with support and infrastructure teams

Identifying and escalating bugs, platform issues, recurring pain points, and service gaps

Helping customers understand the best-fit solutions for their use case

Contributing to customer retention by delivering high-trust, high-clarity support

Collaborating cross-functionally with operations, support, and infrastructure teams to improve service quality

Staying up to date with platform changes, product updates, and evolving client needs What We're Looking For

Mandatory experience in the hosting or cloud infrastructure industry

Strong working knowledge of:

WHMCS

KVM Virtualization

Windows & Linux VPS environments

AWS

SolusVM

Freshdesk / Freshchat

Cloud / hosting infrastructure workflows

VPS / VM provisioning and customer environments

Excellent written and spoken English

Strong troubleshooting instincts and technical confidence

Ability to handle customer conversations with professionalism, ownership, and clarity

Comfortable handling live chats, tickets, and technical customer conversations

Familiarity with low-latency, trading environments, uptime-sensitive customers, and 24/7 trading expectations

Who You Are

You understand why traders use VPS environments

You understand the operational needs of EA and algorithmic trading clients

You know why latency, consistency, uptime, and execution stability matter

You can confidently support technically demanding customers without sounding overly scripted or generic

You communicate clearly, professionally, and with good judgment

You're proactive, dependable, and comfortable taking ownership

You can work independently and perform well in a remote environment

You've worked in the hosting, VPS, cloud, or trading infrastructure space

Why Join Us

We operate in a space where performance matters. Our customers are not looking for generic support, they rely on infrastructure that powers trading activity, automation, and execution. That means every interaction needs to be handled by someone who understands both the technical environment and the customer impact behind it. If you're looking to work in a company that sits at the intersection of fintech, hosting, and trading technology, we'd like to hear from you.

Who We Are

Originally built around proprietary in-house trade-copying technology, the business has grown into a globally distributed infrastructure provider operating across 60+ data centers worldwide and supporting some of the most recognized brands in the CFD space. At ThinkHuge, we power the infrastructure behind performance. Our globally distributed remote team of 100+ works at the intersection of fintech, hosting, and performance infrastructure, with a strong focus on uptime, security, and operational excellence. If you enjoy solving real problems in high-demand technical environments, you'll find meaningful work here.