Support Engineer Intern

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Support Engineer Intern

  • Post Date:2025-08-25
  • Views 291
4 Applications
  • Career Level Internship
    Experience Fresh
    Gender Both
  • INDUSTRY Development
    Qualification Certificate
Job Description

Position Overview

We are seeking a Support Engineer Intern to join our technical support team. This role provides hands-on experience supporting our range of hosting services (Web Hosting, WordPress Hosting, VPS, Business Email Hosting) as well as in-house business systems (Payment System, Events Ticketing Platform, Inventory & Sales System, CRM, and future solutions).

The intern will also play a key role in knowledgebase creation and documentation, helping us build client self-service resources. This is a great opportunity for a motivated individual to gain technical, customer service, and product support experience in the hosting and SaaS industry.

Key Responsibilities

Hosting Support

  • Assist with Web Hosting & WordPress Hosting (domain management, DNS, SSL, FTP, WordPress installs, plugins, themes, troubleshooting).
  • Provide first-line VPS Hosting support (Linux/Windows setup, SSH/RDP, basic server troubleshooting, escalation when required).
  • Support Business Email Hosting (account setup, email clients, MX/SPF/DKIM/DMARC records, spam filtering, troubleshooting).

WHMCS Modules Support

  • Provide first-line support for WHMCS automation modules (domain registration, hosting provisioning, payment gateway modules).
  • Troubleshoot configuration issues and escalate bugs or advanced issues.

Internal Systems Support

  • Provide client support for our Payment System (TandoPay).
  • Support our Events & Ticket Management System (Dope Tickets).
  • Assist with Inventory Management & Sales System (Instor or related).
  • Provide first-line support for our CRM platform.
  • Learn and support new products/systems that the company develops or acquires.

Knowledgebase & Documentation

  • Contribute to creating and updating knowledgebase articles, FAQs, and how-to guides.
  • Document recurring issues and solutions for internal and external use.
  • Assist with user manuals, product onboarding guides, and training material.

General Responsibilities

  • Handle support tickets, live chat, and email inquiries in a professional, customer-focused manner.
  • Work closely with the engineering team to test, document, and provide feedback on system improvements.
  • Escalate technical issues beyond scope to senior engineers.

Requirements

  • Basic knowledge of:
    • Hosting services (domains, DNS, cPanel/Plesk, FTP, SSL).
    • WordPress (installation, configuration, troubleshooting).
    • Networking fundamentals (IP, DNS, protocols).
    • VPS basics (Linux/Windows environments, SSH/RDP).
    • WHMCS or other billing/automation systems.
  • Interest in SaaS platforms (CRM, Payment Systems, Inventory, Events Ticketing).
  • Strong written and verbal communication skills (essential for documentation).
  • Problem-solving mindset, eagerness to learn, and ability to adapt to new technologies.

Preferred Skills (Advantageous but not required)

  • Familiarity with hosting control panels (cPanel, Plesk, DirectAdmin).
  • Exposure to SaaS applications (CRM, ERP, Payment Gateways).
  • Basic understanding of PHP/MySQL (useful for WordPress and WHMCS troubleshooting).
  • Experience writing user guides or technical documentation.

Benefits

  • Practical exposure to the hosting and SaaS industry.
  • Mentorship from experienced engineers.
  • Build skills in customer support, documentation, and product support.