Growing through real production problems.

Junior Systems Engineer

My L1 experience gave me the foundation of working directly with hosting environments and clients. A large part of the role involved understanding problems reported by customers, investigating the affected service and taking the issue through to resolution.

I worked extensively with cPanel hosting environments, dealing with hosting accounts, websites, databases, domains and DNS. This involved troubleshooting issues ranging from individual website problems to configuration and connectivity issues.

Email was another significant part of the role. I worked with Google Workspace and Microsoft 365, including Outlook-related issues, purchases, setup and email migrations.

Junior Systems Engineer

Moving into L2 support meant dealing with more complex issues that required investigation beyond an individual hosting account.

I worked with multiple production DirectAdmin Linux servers and became involved in server provisioning, configuration, deployment and administration.

My work also expanded into DNS infrastructure, including DNS clusters, as well as cloud and CDN environments involving AWS and Amazon CloudFront.

At this stage, troubleshooting became less about applying a known solution and more about investigating how different parts of the infrastructure interacted with each other.

Systems Engineer

At L3, my work moved further into advanced production troubleshooting and higher-complexity hosting environments.

I worked with high-value international clients, including environments in the UK and Singapore, where issues could involve multiple components across the hosting stack.

My experience at this level includes Icarus-based hosting environments, XOA/Xen Orchestra and Xen, as well as cPanel, DirectAdmin and Enhance.

Rather than focusing on a single application or service, the work often required tracing problems across different layers of the environment, identifying the underlying cause and determining the appropriate resolution.