Support Specialist

Position Summary

Patmos Hosting is seeking a customer-focused, technically curious Support Specialist to serve as the frontline point of contact for customers across our growing portfolio of technology services.

Today, Patmos supports services including colocation, dedicated servers, networking, hosting, domains, and related technology solutions. As we continue to grow, the services and technologies supported by this team will continue to expand.

The Support Specialist is responsible for delivering an exceptional customer experience through effective communication, technical troubleshooting, ticket ownership, and operational awareness. This role serves as the bridge between customers and the broader technical organization, ensuring issues are understood, communicated, and driven toward resolution.

This is not a script-reading call center position. Our Support Specialists are trusted to think critically, triage, solve problems, communicate effectively, and take ownership of customer outcomes.

Success in this role requires strong communication skills, a service-oriented mindset, technical curiosity, and a willingness to continuously learn and grow. The ideal candidate enjoys solving problems, helping people, and taking ownership of outcomes.

• Serve as the primary point of contact for customer issues, requests, alerts, and operational concerns via phone, email, chat, or other medians determined appropriate by Patmos.
• Own support tickets from intake through resolution or escalation, ensuring customers receive timely updates and clear communication throughout the support process.
• Troubleshoot issues involving hosting, servers, networking, domains, email, and related technologies.
• Gather relevant information, perform initial diagnosis, and drive issues toward resolution.
• Monitor ticket queues and follow up proactively to maintain service levels and customer satisfaction.

• Deliver a professional, responsive, and customer-focused support experience.
• Build trust and confidence through clear communication and proactive follow-up.
• Manage customer expectations regarding timelines, next steps, and resolution progress.
• Advocate for customer needs while balancing operational priorities and business objectives.

• Maintain awareness of customer-impacting events, service disruptions, monitoring alerts, and operational risks.
• Respond to alerts, incidents, and operational requests in accordance with established procedures.
• Assist with incident documentation, communication, and escalation activities.
• Escalate risks and customer-impacting concerns appropriately.
• Coordinate with Tier 2 Support, Infrastructure, and other internal teams to resolve complex issues.
• Provide complete and accurate escalation documentation.
• Remain engaged throughout escalated issues to ensure continuity of customer communication and issue ownership.
• Learn from escalations to continuously improve troubleshooting capabilities.
• Maintain accurate ticket records, troubleshooting notes, and customer communications.
• Contribute to knowledge base articles, SOPs, and internal documentation.
• Identify recurring issues and opportunities for process improvement.
• Help transform tribal knowledge into repeatable and scalable processes.

You will consistently deliver exceptional customer experiences while maintaining ownership of issues from start to finish.

Customers will view you as responsive, knowledgeable, and trustworthy. Your teammates will rely on you for clear communication, accurate documentation, and operational awareness. You will continuously expand your technical capabilities, contribute to process improvements, and help create a support organization that customers enjoy working with.

The following certifications are not required, but are often strong indicators of foundational technical knowledge and interest in the field:

• CompTIA A+
• CompTIA Network+
• CompTIA Server+

Additional certifications that may be beneficial include:

• Microsoft certifications

Equivalent hands-on experience, self-study, home lab experience, military…