Web Hosting Technical Support Engineer Job Opportunities in Mumbai

Company: Hiya Digital Private Limited
Job Title: Technical Support Engineer
Location: Chembur, Mumbai
Job Type: Full-Time
Work Mode: Work From Office
Department: Business Operations / Technical Support
Experience: 2+ Years

Technical Support Engineer Jobs in Mumbai at Hiya Digital

Hiya Digital Private Limited is hiring an experienced technical support engineer in Mumbai to provide technical support for web hosting, domains, business email, DNS, SSL certificates, websites, servers, and related online services.

This is a hands-on technical support engineer job in Mumbai for candidates who understand web hosting infrastructure and can diagnose and resolve technical issues efficiently. The role involves direct customer support as well as coordination with system administrators, developers, and other technical teams.

The ideal candidate should have practical experience troubleshooting Linux/Windows servers, cPanel/Plesk, DNS, email protocols, websites, SSL certificates, hosting configurations, and common server or website issues.

About Hiya Digital Private Limited

Hiya Digital Private Limited is a web solutions and digital technology company providing services including:

• Domain registration and management
• Web hosting
• Cloud and server hosting
• Business email hosting
• Website development
• Digital marketing
• SSL certificates and web security
• DNS and domain management
• Website and server-related technical support

Our technical support team works directly with customers and internal technical teams to diagnose problems, provide solutions, maintain service quality, and ensure a smooth customer experience.

Job Overview – Technical Support Engineer

As a Technical Support Engineer, you will be responsible for providing technical assistance to customers using Hiya Digital’s hosting, domain, email, website, and infrastructure services.

Your responsibilities will include:

• Troubleshooting web hosting issues
• Diagnosing Linux and Windows server problems
• Supporting cPanel and Plesk hosting environments
• Troubleshooting DNS and domain configuration issues
• Resolving email delivery and configuration problems
• Supporting SSL certificate installation and configuration
• Investigating website errors and performance issues
• Monitoring server and hosting-related issues
• Handling customer technical support through multiple channels
• Escalating complex infrastructure or development issues
• Documenting troubleshooting steps and solutions

This position requires strong analytical and troubleshooting skills combined with professional customer communication.

Technical Support Engineer Responsibilities

1. Web Hosting Technical Support

Provide technical support for customers using shared hosting, managed hosting, cloud hosting, and related web services.

Responsibilities include:

• Troubleshoot website availability and hosting issues.
• Investigate HTTP errors such as 403, 404, 500, 502, 503, and related server responses.
• Diagnose hosting account configuration problems.
• Troubleshoot website loading and performance issues.
• Assist customers with hosting migrations and website-related issues.
• Investigate disk space, bandwidth, CPU, memory, and resource usage issues.
• Identify hosting configuration problems and recommend appropriate solutions.
• Assist customers with hosting control panel functionality.

2. Linux & Windows Server Support

Provide basic to intermediate technical support for Linux and Windows server environments.

You may be required to:

• Check server resource utilization.
• Investigate CPU, RAM, disk, and process-related issues.
• Troubleshoot service availability problems.
• Review server and application logs.
• Identify common Apache, Nginx, PHP, and database issues.
• Restart or troubleshoot relevant services where authorized.
• Investigate server connectivity and configuration problems.
• Escalate advanced server issues to the system administration team.
• Assist with routine server monitoring and maintenance.

Candidates with practical Linux command-line experience will have an advantage.

3. cPanel & Plesk Technical Support

Provide customer assistance for popular web hosting control panels.

Responsibilities may include:

• cPanel account management.
• Plesk account management.
• Website and domain configuration.
• Email account creation and configuration.
• DNS zone management.
• SSL installation and renewal.
• FTP/SFTP configuration.
• Database management.
• File and directory permissions.
• Backup and restore assistance.
• Resource and account troubleshooting.

4. Domain & DNS Support

Handle technical queries related to domain names and DNS configuration.

You should be comfortable troubleshooting:

• A records
• AAAA records
• CNAME records
• MX records
• TXT records
• NS records
• SPF records
• DKIM records
• DMARC records
• Name servers
• DNS propagation
• Domain pointing
• Domain transfers
• Domain renewals
• Subdomains
• DNS-related website and email issues

You should be able to explain DNS problems clearly to customers and identify whether an issue is related to DNS, hosting, email, or the customer’s local configuration.

5. Email Hosting Support

Provide technical support for business and professional email services.

Troubleshoot issues involving:

• SMTP
• IMAP
• POP3
• Webmail
• Email client configuration
• Mailbox configuration
• Email authentication
• MX records
• SPF
• DKIM
• DMARC
• Email delivery
• Bounce-back messages
• Spam-related delivery problems
• Outbound email restrictions
• Incoming email issues
• Email synchronization

Experience with business email hosting will be highly valuable for this position.

6. SSL Certificate & Website Security Support

Assist customers with SSL and basic website security-related issues.

Responsibilities may include:

• SSL certificate installation.
• SSL renewal troubleshooting.
• HTTPS configuration.
• Certificate mismatch troubleshooting.
• Mixed-content issues.
• Basic security configuration.
• Website security troubleshooting.
• Assistance with firewall or security-related issues.
• Identifying suspicious hosting or website behavior and escalating where required.

7. Website Troubleshooting

Provide technical assistance for common website-related issues.

Troubleshoot:

• Website downtime
• Broken websites
• PHP errors
• Database connection errors
• DNS issues
• SSL/HTTPS errors
• WordPress-related hosting problems
• Plugin/theme-related hosting issues
• File permission problems
• Server configuration issues
• Slow website performance
• Hosting resource limitations

Basic knowledge of HTML, CSS, JavaScript, PHP, WordPress, and MySQL will be an advantage.

8. Server Performance & Resource Monitoring

Assist with identifying server and hosting performance issues.

You may investigate:

• CPU utilization
• Memory usage
• Disk usage
• Disk I/O
• Network usage
• Process utilization
• Account resource consumption
• Service failures
• Website performance
• Server load
• PHP/application processes

You should be able to collect relevant technical information before escalating an issue to senior system administrators.

9. Customer Technical Support

Provide professional technical support through:

• Email
• Phone
• Chat
• Support tickets
• Other customer communication channels

You will be expected to:

• Understand the customer’s problem.
• Ask appropriate diagnostic questions.
• Reproduce or investigate the issue where possible.
• Explain technical issues in simple language.
• Provide accurate troubleshooting instructions.
• Keep customers informed about unresolved issues.
• Follow up on pending technical issues.
• Escalate issues when required.
• Maintain professional communication throughout the support process.

10. Ticket Management & Documentation

Maintain accurate technical support records.

Responsibilities include:

• Creating and updating support tickets.
• Recording troubleshooting steps.
• Documenting resolutions.
• Maintaining issue history.
• Following up on pending tickets.
• Escalating unresolved issues.
• Updating internal knowledge bases.
• Identifying recurring technical problems.
• Contributing to troubleshooting documentation.

Accurate documentation is important because technical issues may need to be handled by multiple team members.

11. Technical Escalation & Team Collaboration

Work closely with:

• System Administrators
• Server Administrators
• Web Developers
• WordPress Developers
• SEO/Digital Marketing Teams
• Customer Service Teams
• Business Operations Teams

Escalate issues with sufficient technical information, including:

• Error messages
• Logs
• Screenshots
• Relevant URLs
• DNS records
• Server information
• Troubleshooting already performed
• Steps required to reproduce the issue

12. Root Cause Analysis

Where possible, do more than provide a temporary workaround.

Investigate:

• What caused the problem?
• When did it start?
• Which service or configuration changed?
• Is the issue isolated or affecting multiple customers?
• Is the problem related to DNS, hosting, server resources, application code, email, or external services?
• What corrective action can prevent recurrence?

Candidates with experience performing basic root cause analysis (RCA) will be preferred.

Technical Skills Required

Web Hosting

Practical understanding of:

• Shared hosting
• Reseller hosting
• VPS/cloud hosting
• Hosting accounts
• Website deployment
• FTP/SFTP
• Hosting resource limits
• Web server configuration

Linux Server Support

Knowledge of Linux server fundamentals, including:

• SSH
• File permissions
• Processes
• Services
• Logs
• Disk usage
• Memory usage
• CPU utilization
• Basic shell commands
• Process monitoring
• Service troubleshooting

Web Servers

Knowledge of one or more of:

• Apache
• Nginx
• LiteSpeed

Understanding of web server configuration and troubleshooting is preferred.

Hosting Control Panels

Experience with:

• cPanel
• WHM
• Plesk

Experience with cPanel/WHM is particularly valuable for this position.

DNS & Networking

Good understanding of:

• DNS
• TCP/IP fundamentals
• IP addresses
• Name servers
• DNS records
• DNS propagation
• HTTP/HTTPS
• Ports
• Basic networking troubleshooting

Email Protocols

Understanding of:

• SMTP
• IMAP
• POP3
• MX records
• SPF
• DKIM
• DMARC

Website Technologies

Basic knowledge of:

• HTML
• CSS
• JavaScript
• PHP
• MySQL
• WordPress

You are not required to be a full-stack developer, but you should understand enough about web technologies to diagnose common hosting and website problems.

SSL & Security

Basic understanding of:

• SSL/TLS
• HTTPS
• SSL certificates
• Certificate chains
• Firewall concepts
• Website security
• Email authentication

Qualifications & Experience

Required Experience

• Minimum 2 years of experience in Technical Support, Web Hosting Support, IT Support, Server Support, or a similar technical role.
• Practical experience troubleshooting customer-facing technical issues.
• Experience with web hosting, domains, DNS, email, or servers.
• Good written and verbal communication.
• Strong troubleshooting and analytical skills.

Educational Qualification

A Bachelor’s degree or diploma in:

• Computer Science
• Information Technology
• Computer Engineering
• Networking
• Electronics
• Or a related technical discipline

is preferred.

Candidates with strong practical technical support experience may also be considered based on their skills and experience.

Preferred Technical Experience

Candidates with experience in the following areas will have an advantage:

• cPanel/WHM
• Plesk
• Linux server administration
• Apache
• Nginx
• LiteSpeed
• WordPress hosting
• PHP
• MySQL
• DNS management
• Business email hosting
• SMTP/IMAP/POP3
• SPF/DKIM/DMARC
• SSL certificates
• Cloudflare
• Website migrations
• Server monitoring
• Backup and restore
• Firewall configuration
• Basic cybersecurity
• WHMCS or hosting billing/support platforms

Customer Service & Communication Skills

A Technical Support Engineer must be able to communicate technical information effectively.

You should be able to:

• Explain complex technical problems in simple language.
• Communicate professionally with customers.
• Remain calm when handling urgent issues.
• Ask the right diagnostic questions.
• Manage multiple support requests.
• Prioritize issues based on urgency and impact.
• Take ownership of customer problems.
• Provide regular updates.
• Know when and how to escalate an issue.

Ideal Technical Support Engineer Candidate

The ideal candidate is someone who combines technical troubleshooting ability with strong customer service skills.

You should be:

• Technically curious.
• Analytical and methodical.
• Customer-focused.
• Comfortable troubleshooting under pressure.
• Comfortable working with Linux and hosting technologies.
• Familiar with DNS and email troubleshooting.
• Comfortable using command-line tools.
• Willing to investigate problems rather than simply escalate them.
• Good at documenting technical solutions.
• Comfortable learning new technologies.
• Able to work independently as well as with technical teams.

Technical Support Engineer KPIs

Performance may be evaluated using metrics such as:

• First response time
• Ticket resolution time
• First-contact resolution
• Number of successfully resolved tickets
• Escalation quality
• Customer satisfaction
• Accuracy of technical solutions
• SLA adherence
• Follow-up consistency
• Ticket documentation quality
• Recurring issue identification
• Knowledge-base contributions

The focus is not simply on closing tickets quickly. Technical accuracy, customer communication, proper documentation, and sustainable issue resolution are equally important.

Practical Technical Support Scenarios

Shortlisted candidates may be evaluated using practical troubleshooting scenarios.

Scenario 1: Website Down

A customer reports that their website suddenly stopped loading.

You may be asked to explain how you would determine whether the issue is related to:

• DNS
• Domain
• SSL
• Hosting account
• Web server
• PHP/application
• Database
• Server resources

Scenario 2: Email Not Receiving

A customer says they can send email but cannot receive incoming messages.

You should explain how you would investigate:

• MX records
• DNS
• Mailbox status
• Mail server
• Storage limits
• SMTP/IMAP configuration
• Email delivery logs
• Spam filtering

Scenario 3: Slow Website

A WordPress website hosted on the server is running slowly.

Explain how you would investigate:

• Server resource utilization
• Website resource usage
• PHP processes
• Database performance
• Plugins/themes
• Caching
• Web server configuration
• Network/DNS issues

Scenario 4: DNS Change Not Working

A customer changes an A record but the website continues to point to the old server.

Explain how you would verify:

• Authoritative name servers
• Current DNS records
• TTL
• DNS propagation
• Local DNS cache
• Resolver cache
• Whether the domain is using the expected DNS provider

Why Join Hiya Digital?

At Hiya Digital, you will work with real-world web hosting, domain, email, website, and server technologies.

The role provides exposure to:

• Web hosting infrastructure
• Linux servers
• DNS and domain management
• Business email systems
• Website technologies
• SSL and web security
• Customer-facing technical support
• Server monitoring and troubleshooting
• System administration workflows

Hiya Digital’s careers program emphasizes professional development, teamwork, performance recognition, and opportunities to develop technical and professional skills.

Job Details

Job Title: Technical Support Engineer
Location: Chembur, Mumbai
Job Type: Full-Time
Work Mode: Work From Office
Experience: 2+ Years
Department: Business Operations / Technical Support

How to Apply for Technical Support Engineer Jobs in Mumbai

Candidates interested in Technical Support Engineer Jobs in Mumbai at Hiya Digital should email their updated resume to:

hr@hiya.digital

Please include:

• Updated resume
• Technical skills
• Relevant work experience
• Educational qualifications
• Current location
• Notice period
• Current salary
• Expected salary
• Relevant certifications, if any

Suggested Email Subject: Application for Technical Support Engineer – [Your Name]

Applications should clearly demonstrate practical experience in technical support, web hosting, server troubleshooting, DNS, domains, email, cPanel, Linux, or related technologies.