Technical Support Engineer, Senior

Who we are.

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital
presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company livesin the intersection of our people, our customers, and our brands.

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

• Understand customer support requests, replicate issues, and read and understand logs in a UNIX environment.
• Provide database support as needed to investigate and resolve operational problems.
• Assist with data analysis, develop and run SQL queries, and generate reports/extracts in Excel or CSV formats.
• Identify data errors in databases or bugs in the code.
• Attend support meetings and provide constructive, technical feedback as required, including helping to troubleshoot user problems, system interface issues, and web service issues.
• Maintain effective working relationships with key stakeholders, including coworkers.
• Prioritize customer focus and problem resolution.

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

• Knowledge of SQL to develop queries.
• At least 3 years of experience in the IT industry, providing application support.
• Intermediate proficiency in spoken English, capable of understanding and participating in full phone conversations with native speakers.
• Strong communication skills with a willingness to create/update documentation of issues.
• Good troubleshooting skills.
• Hands-on experience with Linux or Windows environments.
• Familiarity with Java to navigate through the code when needed.
• Previous experience in application support within large organizations.
• Advanced proficiency in spoken English.
• Experience with Jira and Confluence.

Why you'll love us.

• We've evolved; we provide three work environmentscenarios. You can feel like a Newfolder in a work-from-home, hybrid, or work-from-the-office environment.
• 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. At Newfold, taking care of our employeesis our top priority. we make sure that cutting edge benefits are in place to for you. Some of the benefits you will have: We have partnered with some of the best insurance providers to provide you excellent Health Insurance options, Education/ Certification Sponsorships to give you a chance to further your knowledge, Flexi-leaves to take personal time off and much more. Building a
• community one domain at a time, one employee at a time. All our employees are eligible for a free domain and WordPress blog as we sponsor the domain registration costs.
• 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!

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.