Technical Support Associate - MyTime Support Fulfillment

Who we are.  
 

At Network Solutions, we’ve been trusted for decades to help people get online and stay ahead. We’ve been here since the beginning of the internet, and we’re still building for what comes next. 
 

As the original digital identity authority, we help secure domain names, protect brands, and safeguard the infrastructure businesses rely on. We empower our customers to own and manage the assets that define them online, while delivering enterprise-grade security to protect against virtual threats. Our team leverages modern, AI-accelerated tools to streamline how businesses manage their digital presence, making the most of our decades of experience. 
 

The Network Solutions team is here to help online businesses
protect what’s theirs and build for tomorrow. That’s why millions trust us to protect their domains, brands, and websites every day. 

What you’ll do & how you’ll make your mark.  

Technical Troubleshooting

• Diagnose and resolve website, hosting, and application issues across WordPress and other supported CMS platforms, including plugin/theme conflicts, failed updates, HTTP errors, redirects, login issues, and outages.
• Investigate PHP errors, compatibility issues, version conflicts, memory limits, and configuration problems; make appropriate HTML, CSS, and PHP changes within scope and assist with PHP version updates.
• Review and modify files such as wp-config.php, .htaccess, and other application files, and enable/review debugging tools, error logs, and server responses to identify failures.
• Work with MySQL databases, connections, tables, and configuration; work with FTP/SFTP, file managers, directories, and permissions.
• Troubleshoot domains, DNS records, nameservers, SSL certificates, redirects, and HTTPS configuration, and determine whether an issue originates from DNS, hosting, SSL, application, or configuration.
• Diagnose hosting and environment configuration issues (document roots, file paths, PHP configuration, server settings) and identify platform issues for escalation.
• Identify root causes and implement lasting solutions rather than temporary workarounds; test and validate all completed work before resolution.
• Recognize when an issue requires a developer or another technical team, and provide clear details about what was found and what has already been tried.

Website Migrations and Fulfillment

• Perform website migrations between supported hosting environments, including migrating and configuring files, databases, URLs, and configuration paths, and troubleshooting migration- or environment-related issues.
• Complete approved website repairs, updates, configuration changes, including content, layout, styling, and functionality updates within the scope of MyTime Support.
• Work with page builders, forms, integrations, plugins, and themes when supported.
• Maintain appropriate backups or recovery options before higher-risk changes.
• Validate completed work and migrations — functionality, SSL, DNS, redirects, and database connectivity — to confirm nothing else on the site was affected.
• Technical Consultation and Customer Communication
• Conduct consultations — through tickets, email, phone, and other supported channels — to understand customer goals, concerns, and desired outcomes, asking targeted questions to identify the underlying issue rather than relying solely on reported symptoms.
• Review the customer's website and hosting environment before recommending a solution, and recommend appropriate troubleshooting, repair, migration, configuration, or optimization solutions.
• Explain issues and completed work in clear, customer-friendly language; set expectations regarding scope, limitations, risk, and next steps.
• Contact customers when clarification, additional information, credentials, authorization, or approval is required, and obtain approval when multiple approaches are available.
• Maintain accurate documentation of customer communication, approvals, troubleshooting, and completed work.

Investigation and Escalation

• Independently research unfamiliar technical issues using documentation, testing, logs, internal resources, and available tools, applying structured troubleshooting methods to isolate problems and test solutions.
• Document troubleshooting steps, findings, and completed work clearly.
• Track escalated issues and communicate relevant updates.

Performance and Professional Development

• Manage multiple technical cases while meeting established service-level requirements, prioritizing work based on urgency, impact, and business needs.
• Meet expectations for productivity, quality, accuracy, efficiency, and customer satisfaction; take ownership of assigned cases and balance thorough troubleshooting with efficient case handling.
• Adapt to changing technologies, processes, workloads, and business priorities, and support other teams and channels as needed.
• Maintain current knowledge of WordPress, PHP, hosting, DNS, SSL, databases, and related web technologies, continuously developing skills through troubleshooting, research, training, and self-directed learning.
• Assist peers with technical questions and escalations, share troubleshooting methods and findings with the team, and contribute to internal documentation.
• Identify recurring issues and opportunities to improve tools, processes, products, or support documentation.

Who you are & what you’ll need to succeed.  

• Must be a regular employee with at least one year of tenure in the current role.   

• Must have no HR, QA, or Workforce-related violations within the past six months.   

• Must have good attendance and performance records for the past six months.   
• Strong WordPress troubleshooting skills, including plugins, themes, databases, migrations, and performance issues.
• Working knowledge of PHP, HTML, CSS, MySQL, DNS, SSL, FTP/SFTP, and web hosting.
• Strong technical problem-solving and diagnostic skills with hands-on production support experience.
• Excellent communication and customer service skills, with the ability to explain technical issues clearly.
• Highly organized, adaptable, and able to multitask while meeting technical support targets.
  ​

Why You’ll Love Us:  

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.   

• We celebrate one another’s differences.  We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees.  We have 20 + affinity groups where you can network and connect with Newfolders globally.    

• We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 200k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!    

• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!   

#NetworkSolutions

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.