About The Company
Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands. Now we are a team of 80+ people, working fully remotely from all over the world. All Openprovider employees work on a fully remote basis and without any geographical limitations. You don’t have to go to the office each day and deal with traffic or painful commutes. All you need is yourself, a laptop, and a cup of coffee. We support a healthy work/life balance and constantly strive to improve this aspect more and more every day. We support a flexible schedule and are 100% performance and result-oriented. Thanks to a combination of experience and expertise, we enable data-driven decision-making.
About The Team
We're a team of support professionals located across the globe, and split into 1st line (mostly busy with quick, customer-facing tasks) and 2nd line (doing more lengthy technical things).
We're making our customers happy by ensuring they can solve issues themselves through self-service and providing them fast and effective solutions where needed. Our main job now is building the Knowledge Base, developing self-service tools for ourselves and customers, as well as growing our people's expertise to tackle more complex tasks on support level.
About The Role
We're looking for a self-organised, passionate 2nd Line Support Engineer, who is hungry to learn, figure out complicated things, who loves communicating with people, and wants to grow technical expertise. You`ll be handling and solving 2nd line support tickets and preparing issues for software developers to work on.
Mission
Growing Openprovider as a self-service platform through documentation, automation, and processes for internal and external customers.
Goals
- Solving customers’ problems effectively and conserving 1st line team’s time through automated solutions and workarounds
- Reducing Development team’s workload by solving what is possible and describing the rest
- Bridging communications between the two lines of support
- Creating, documenting, managing, and improving processes
Key Responsibilities
- Work with issues too technical for the 1st line
- Solve issues too simple for the Development team
- Investigate, assess, describe, prioritise and systematise issues for further escalation
- Reduce manual work by creating automation scripts / SQL queries / Support tools
- Technical ownership of Admin control panel
- Document solutions and workarounds in Confluence / KB
- Educate 1st line on issues they can solve themselves
- Improve support workflow by introducing new and improving existing processes and methodologies
- Process tasks created by other departments in the 2nd Line JIRA board (ESCAL8SUPP)
- Communications:
- Manage 1st line’s expectations in regards to escalated issues
- Assess, process and relay 1st line’s pains and struggles to the Dev team, translating the impact accurately
- Filter information received from the 1st line and translate only the necessary to the Dev team
- Translate information from the Dev team to the 1st line in clear, timely and comprehensive manner
Technical Requirements
- Experience in a Tech industry (preferably in the Domains/Hosting industry)
- Experience of working as a Technical Support Engineer
- DNS knowledge
- WHMCS knowledge, or experience with other provisioning platform products
- Moderate Linux proficiency
- Moderate SQL proficiency
- Understanding of contemporary support methodologies and processes (ITIL, KCS, etc.)
- Knowledge about SpamExperts, Plesk, APIs, Mail, EasyDMARC, scripts, logs
- Experience in a Tech industry (preferably in Domains/Hosting industry)
- Experience in Technical Support
Other Competences
- Strong written and spoken communication skills
- Advanced written and spoken English
- Approachability: Easily approachable, sensitive, and patient with others' anxieties.
- Action Oriented: Enjoys working hard, full of energy for challenges.
- Compassion: Genuinely cares about people, ready to help, empathetic.
- Conflict Management: Addresses conflicts proactively, good listener, can settle disputes equitably.
- Customer Focus: Dedicated to meeting customer expectations, uses feedback for improvement, builds trust and respect.
- Peer Relationships: Team player, encourages collaboration, solves problems with peers amicably.
- Self-Development: Committed to continuous improvement, adaptable, leverages strengths, and compensates for weaknesses.
We offer
- Full-time position
- 100% remote work (you can work from any location, no need to go to the office);
- Paid time off and sick leaves;
- International team and regular online and offline events to stay connected;
- Internal workshops, and knowledge-sharing sessions;
- Quarterly review and annual salary review.
