ZenoCloud
Website:
zenocloud.io
Job details:
Department: Technical
Location: On-site
Shift: Rotational shifts (24×7 support environment, including nights/weekends on rotation)
Experience: 2–3 years in web hosting / server support
About ZenoCloud
ZenoCloud (zenocloud.io) has been operating production infrastructure since 2009 — managed hosting, dedicated servers, VPS, managed AWS, and India’s AI & GPU cloud with L40S to B200-class GPU nodes. We run infrastructure for 500+ businesses on a 99.9% uptime SLA with <15-minute P1 response, backed by a published SLA & escalation matrix, 24/7 real engineers (no chatbots, no ticket queues), and documented SOPs — increasingly powered by AI-driven automation that resolves routine issues before they ever need a human touch.
Role Summary
We are looking for a hands-on Linux Server Administrator (L2) who can support Linux and Windows hosting environments end-to-end — from control panels (cPanel/WHM, Plesk, Virtualmin) to virtualization (Proxmox, KVM/QEMU) — while operating strictly within our SOPs, SOWs, escalation paths, and SLA commitments. The defining trait of this role: you use AI at a deep, practical level to automate and eliminate repetitive support work, not just answer tickets one at a time.
Key Responsibilities
• AI-first support automation (primary focus): Use AI tools (LLMs, AI agents, scripting with AI assistance) at a deep level to triage, diagnose, and resolve regular/recurring support issues automatically. Build and maintain automation workflows, runbooks-as-code, auto-responses, and self-healing scripts that reduce manual ticket handling and first-response times.
• Identify recurring ticket patterns and convert them into automated resolutions, knowledge-base articles, and AI-assisted diagnostic flows.
• Provide L1/L2 technical support for shared, VPS, and dedicated hosting customers across Linux and Windows servers.
• Administer and troubleshoot control panels: WHM/cPanel, Plesk, and Virtualmin — accounts, DNS, mail, SSL, databases, migrations, and backups.
• Manage virtualization platforms: Proxmox, KVM, and QEMU — VM provisioning, resource allocation, snapshots, and basic troubleshooting.
• Handle storage and disk management tasks: RAID configuration/monitoring and LVM (create, extend, snapshot volumes).
• Apply networking fundamentals: DNS, TCP/IP, firewalls, ports, routing basics, and connectivity troubleshooting.
• Follow strict escalation procedures — escalate on time, to the right tier, with complete diagnostic context; never sit on an SLA-bound ticket.
• Work within defined SLAs for response and resolution; track and meet ticket ownership, update cadence, and closure targets.
• Follow and contribute to SOPs and SOWs; document every fix so it can be repeated — or better, automated.
• Monitor server health, uptime, and alerts; act on incidents proactively before customers report them.
Required Skills & Qualifications
• 2–3 years of hands-on experience in web hosting support, NOC, or system administration.
• Demonstrated deep use of AI in daily work: prompt engineering, AI-assisted scripting (Bash/Python/PowerShell), building automations or agents that resolve support issues without human intervention. Candidates should be able to show real examples.
• Strong Linux administration (CentOS/AlmaLinux/Ubuntu) and working knowledge of Windows Server administration.
• Hands-on experience with WHM/cPanel; working knowledge of Plesk and Virtualmin.
• Basics of virtualization: Proxmox, KVM, QEMU — VM lifecycle, networking, and storage.
• Understanding of RAID levels and LVM management.
• Networking basics: DNS, HTTP/S, SSH, FTP, SMTP/IMAP/POP3, firewalls (iptables/CSF), and common port/service troubleshooting.
• Discipline to follow SOPs, SOWs, escalation matrices, and SLA-driven workflows without exception.
• Clear written and verbal English communication for customer-facing ticket and chat support.
• Willingness to work on-site in rotational shifts, including nights and weekends.
Nice to Have
• Scripting proficiency in Bash and/or Python for automation.
• Experience with monitoring tools (Zabbix, Grafana) and ticketing systems (WHMCS, Zoho Desk, Freshdesk).
• Exposure to CloudLinux, LiteSpeed, Nginx, Docker, or backup solutions (JetBackup, Acronis, R1Soft).
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