HostPapa

• Provide technical support via phone, email/tickets, and chat • Resolve customers’ web technology issues by explaining web hosting components and offering clear, actionable guidance • Troubleshoot and resolve advanced website and email issues • Install, configure, maintain, and fix errors for content management systems like WordPress • Explain DNS settings and web design tools in a way customers can understand • Address and escalate pre-sales, sales, and billing inquiries as needed • Schedule and conduct callbacks to ensure a smooth support experience • Deliver an outstanding customer experience and help maintain high satisfaction levels • Support other tasks or projects as assigned to meet team and business needs

• Take ownership of customer service delivery across platform, professional, managed, and support services • Ensure high-quality service levels through monitoring, performance targets, and compliance with SLAs/contracts • Oversee incident, problem, and change management processes, driving resolution and root-cause analysis • Manage escalations and customer expectations with transparency and timely updates • Define and refine ITIL-based practices (change, release, capacity, knowledge, etc.) to improve service efficiency • Maintain continuity plans to recover systems and services during major outages or disasters • Collaborate with internal teams (support, sales, R&D, professional services) to deliver a “Customer First” strategy • Represent the brand with customers at a senior level, building trust and providing consultative advice on service delivery, costs, and functionality • Act as a technical advisor, understanding customer environments and sharing insights internally • Guide customers through upgrades, new releases, and best-practice solution deployments • Conduct quarterly or consultative reviews to identify trends, recommend improvements, and resolve obstacles • Maintain product knowledge and support documentation to enable effective solutions • Support team development through training objectives and process best practices • Support other tasks or projects as assigned to meet team and business needs

• Lead, coach, and develop Sales Team Leads and their distributed teams across multiple locations and time zones • Define and execute the commercial strategy across multiple brands, driving both customer expansion and new customer acquisition • Identify, evaluate, and pursue new market opportunities, customer segments, partnerships, and revenue channels • Develop and test scalable go-to-market motions, prospecting strategies, and sales initiatives that drive sustainable growth • Partner closely with Marketing to align demand generation, content, campaigns, lead nurturing, and pipeline development efforts • Build and optimize sales processes, playbooks, documentation, scripts, and enablement programs that improve consistency and scalability • Establish KPIs, forecasting processes, and performance metrics to drive accountability and informed decision-making • Collaborate with Customer Success and Account Management teams to maximize customer lifetime value and product adoption • Delegate ownership and execution responsibilities to Team Leads while maintaining visibility into performance, priorities, and outcomes • Drive alignment across teams through regular business reviews, performance discussions, and follow-up on key initiatives • Analyze market trends, customer insights, and sales performance to continuously refine strategy and execution • Serve as a hands-on leader who can contribute to strategic initiatives while empowering teams to execute independently • Support other tasks or projects as assigned to meet team and business needs

• Lead a team of senior software engineers, creating a culture of ownership, accountability, collaboration, and continuous improvement • Partner closely with Product, Design, Operations, and other stakeholders to translate business requirements into scalable technical solutions • Influence product direction by challenging assumptions, advocating for user-first decisions, and helping teams focus on high-impact outcomes • Design and review scalable architectures, breaking complex initiatives into actionable technical plans • Drive adoption of AI-assisted and agentic development workflows to improve engineering productivity, code quality, testing, and delivery speed • Build and support modern full-stack applications using technologies such as Next.js, TypeScript, React, shadcn/ui, Supabase/Postgres, APIs, and cloud services • Guide technical decisions across frontend, backend, data, and AI-enabled systems • Lead code reviews, architectural reviews, and technical design discussions while maintaining high engineering standards • Improve software delivery practices, including CI/CD, testing, observability, reliability, security, and operational excellence • Track engineering metrics and delivery indicators to identify risks, improve predictability, and support data-driven decisions • Support modernization efforts, technical debt reduction, and platform evolution initiatives • Collaborate with engineers on complex technical challenges and remain hands-on when necessary with architecture, implementation, debugging, or proof-of-concept development • Foster effective asynchronous communication and collaboration across globally distributed teams • Support other tasks or projects as assigned to meet team and business needs

• Define and implement SLIs, SLOs, and error budgets for critical CloudBlue services to ensure reliability and performance • Influence system architecture with a strong focus on reliability, scalability, and operability, designing systems for fault tolerance, graceful degradation, and self-healing • Reduce operational toil by identifying opportunities for automation and process improvement • Design and operate CloudBlue’s observability stack across metrics, logs, and traces using tools such as Datadog, Grafana, and Elastic Stack • Develop actionable alerting strategies and dashboards that provide clear insight into platform and business health • Design and maintain high-availability architectures, implementing redundancy, failover, and disaster recovery strategies across regions and availability zones • Conduct capacity planning, load testing, and performance optimization to ensure platform stability and scalability • Act as a senior responder during production incidents, leading incident coordination, communication, and service restoration • Own blameless postmortems and drive improvements that reduce incident frequency, MTTR, and customer impact • Improve reliability of Kubernetes-based platforms through health checks, autoscaling strategies, rollout safety, and resilience testing • Partner with engineering and DevOps teams to improve deployment safety, rollback strategies, and platform reliability • Maintain runbooks and operational documentation, and promote SRE best practices across engineering teams • Support other tasks or projects as assigned to meet team and business needs

• Influence product direction by challenging assumptions and advocating for user-first decisions • Design scalable architectures and break them into actionable components with clear rationale • Build full-stack apps using Next.js, TypeScript, shadcn/ui, Supabase/Postgres, and edge functions • Develop AI-driven workflows that accelerate development while ensuring correctness • Lead code reviews, mentor peers, and uphold high engineering standards • Monitor and optimize performance, security, and cost in production environments • Collaborate async with global teams across product, design, and operations

• Architect and design machine learning systems capable of processing millions of real-time data points, leveraging feature stores, real-time inference pipelines, and scalable model serving frameworks to ensure high performance and low latency • Drive architectural decision-making for data and ML systems through RFC processes, ensuring solutions are scalable, statistically sound, and future-proof • Contribute hands-on to data and ML challenges, including building data architectures and high-performance feature engineering pipelines • Collaborate closely with DevOps teams to ensure ML infrastructure (Kubernetes, cloud platforms, GPU clusters) is optimized for training and inference workloads • Define and evolve scalable data architectures that support advanced analytics, predictive modeling, and business growth • Mentor and guide Senior Data Scientists and ML Engineers, fostering strong practices in statistical rigor, MLOps, and systems thinking • Support other tasks or projects as assigned to meet team and business needs

• Build and maintain backend services and APIs in Python, using AI-assisted development and automation as a standard part of the workflow • Own features end-to-end, from design through production, with accountability for quality, performance, and maintainability • Actively drive AI adoption within the engineering team by introducing, refining, and scaling AI-driven workflows across the development lifecycle • Identify opportunities where AI can reduce manual effort, improve code quality, accelerate delivery, or improve operational reliability • Develop and support single-page applications using Vue • Work closely with engineers in small, cross-functional feature teams • Collaborate with Product Managers and other teams to deliver measurable business value • Partner with your Engineering Manager to support technical growth, mentorship, and career development • Support other tasks or projects as assigned to meet team and business needs

• Gather, analyze, and document partner business and technical requirements across integrations, migrations, reporting, and platform configurations • Evaluate partner technical environments and recommend scalable, efficient solution approaches • Lead technical discovery sessions, solution design discussions, proof of concepts, and implementation planning • Support API integrations, email and web services implementations, migrations, and onboarding activities • Collaborate with Product, Engineering, Operations, Support, and Project teams to align scope, dependencies, timelines, and technical requirements • Translate partner needs into technical tasks, project plans, and implementation documentation • Deliver technical presentations, walkthroughs, demonstrations, and enablement sessions for partners and stakeholders • Provide guidance on solution architecture, integrations, implementation strategies, and technical issue resolution • Support ongoing partner relationships by troubleshooting technical and operational challenges as needed • Stay informed on relevant technologies, products, hosting platforms, and industry trends • Support other tasks or projects as assigned to meet team and business needs

• Be the owner of product KPIs, including revenue, ARPU, churn, and customer satisfaction metrics • Own product life cycle, including product and market research, competitive analysis, roadmap development, iterative product development, feature releases, and product launches • Create and maintain Product Descriptions • Responsible for managing pricing and costs • Invest in understanding the customer and identifying areas of improvement to deliver the optimal experience • Communicate clear objectives with marketing, sales, and support channels to deliver on product performance • Translate product strategy into detailed requirements for prototyping and technical design by collaborating with engineering • Provide direction to the marketing team on product promotions and offers, and aids for sales channel • Partner with the engineering team to define requirements, prioritize work, and do product testing • Pilot products to pressure test assumptions • Provide product demos and training • Track and analyze success metrics • Support other tasks or projects as assigned to meet team and business needs