JetRails is a premier managed infrastructure provider specializing in high-performance, mission-critical hosting for ecommerce and complex web applications. Since 2000, we have dedicated ourselves to keeping the world’s most demanding digital storefronts, including those built on Magento, Shopware, and WooCommerce, online and optimized. We deliver a complete, battle-tested stack that prioritizes 100% uptime, proactive security, and elastic scalability through both dedicated servers and managed public clouds like AWS. What Makes Us Stand Out? A "Partnership" Approach: We don’t just manage tickets; we manage relationships. Our clients get direct access to a 24/7/365 USA-based team of engineers who know their specific tech stack inside and out. Proactive, Not Reactive: We focus on preventative measures and fine-tuning environments to solve problems before they impact the bottom line, rather than just waiting for things to break. White-Glove Service: From seamless, zero-downtime migrations to custom-architected AWS environments, we provide "white-glove" technical support that eliminates the need for our clients to manage a dozen different vendors. Engineers at Heart: Founded and led by tech geeks, we maintain a relaxed, "no-politics" culture where independent thinking is encouraged and technical mastery is rewarded. We’ve been stable and profitable for over two decades by valuing our people as much as our uptime.

About Us

JetRails is a hosted infrastructure provider for mission-critical web applications. Our clients run multi-million dollar e-commerce stores and cutting edge web apps. It’s our job to keep them online. With hundreds of millions of dollars on the line, we take our job very seriously. We live and breathe speed, security, scalability, and strategy for web infrastructure. Oh, and we’re serious about having fun! We learned long ago that without that magic ingredient, work feels too much like… work.

Cutting edge infrastructure is never boring. While relentlessly pursuing 100% uptime, we learn, earn, work with smart and motivated teammates, and generally have a great time. All this in a relaxed easy going culture, lacking office politics with a laser focus on customer happiness.

We’re a crew of tech geeks, gamers, and fun-lovers. We’ve been around since 2000, when we started life as eBoundHost offering shared, dedicated and virtual hosting services. We’ve been a stable, profitable and growing company since the beginning.

About You

You’re excited by the idea of a meaningful role with a company that values and retains its talented teammates (you guessed it, that’s us!). You insist on a work environment that’s fun and dynamic, where your coworkers respect and value each other. You have opinions on how to make things better, and want to be heard and encouraged. You don’t sit around waiting to be told what to do - instead, you figure out where you can add value and start pitching in. 

Responsibilities

• Provide technical support for customers via phone, ticket system or messenger.
• Provide support in a wide range of advanced Linux and AWS server management issues
• Use critical thinking skills to identify and resolve technical problems
• Maintain effective communication with internal and external channels
• Provide short-term resolutions and develop preventative measures for the longer term
• Monitor server alerts for any performance issues and address them appropriately
• Help create internal documentation as well as customer facing knowledge base
• Assist in onboarding, training and mentoring new team members
• Keep up to date with relevant technologies

Job requirements

Required Skills

• 1+ years of experience in customer service/technical support via phone or ticketing system
• Experience as System Administrator, or End User of a Linux Operating System
• OS: Ubuntu, CentOS, CloudLinux
• Fundamentals: DNS, Networking, IP routing
• Database: MySQL,
• Control Panel: cPanel, AWS
• Experience with troubleshooting in multi-user environments
• Hands-on experience working with AWS (EC2, CloudWatch, AutoScaling, etc)
• General understanding of networking (TCP/IP, DNS, Routing, E-Mail)
• Demonstration of independent thinking and decision-making abilities
• Ability to multitask, adapt to changes quickly, and to prioritize work
• Excellent communication, availability and interpersonal skills
• Strong troubleshooting skills in a fast-paced environment
• Open to 24/7 support environment 
• Availability to possibly working weekends 
• Availability to working overnight shifts 

Behaviors

• Energy, drive, enthusiasm and determination
• Yearns for the best outcome and looking towards the positive
• Team focused - looks to the success of the whole and see the bigger picture
• Desire to go above and beyond
• Willingness to learn

Benefits of working at JetRails

• Competitive salary
• Retirement 401k plan matching
• Health and Dental Insurance
• Tremendous growth potential
• No Jerks Allowed Rule™
• Working alongside and learning from the best people in the industry
• Technical hands-on experience
• Relaxed, and focused atmosphere
• Remote first