Description:
We are seeking a highly skilled and detail-oriented Tier 2 Internet Registrar/Reseller with a strong background in API, RestAPI, EPP, and advanced DNS knowledge.
As a member of our technical support team, you will play a critical role in managing domain registrations, resolving customer issues, and providing technical expertise related to internet registrar and reseller services.
This position requires a keen eye for detail, excellent problem-solving abilities, and a proven track record of efficiently triaging API logs and resolving issues with a high level of first-call resolutions. In addition, you will be expected to possess an aptitude for web hosting triage and command line interface (CLI) understanding to effectively review logs.
Key outcomes of the role
- Provide Tier 2 technical support for internet registrar and reseller services, including domain registration, DNS management, and other related products
- Collaborate with Tier 1 support team to ensure efficient issue escalation and resolution processes
- Utilize your extensive knowledge of APIs, RestAPIs, and EPP to troubleshoot and resolve technical issues related to domain registrations and reselling
- Demonstrate advanced DNS knowledge to diagnose and resolve DNS-related issues, including DNS configuration, zone management, and record modifications
- Efficiently triage API logs and system-generated logs to identify and resolve customer issues, utilizing a high level of first-call resolutions whenever possible
- Investigate and troubleshoot web hosting-related issues, including website setup, file management, database connectivity, and email configuration
- Collaborate with internal teams, such as engineering and operations, to escalate and resolve complex technical issues that require further investigation
- Document and maintain accurate records of customer interactions, technical issues, and their resolutions in the support ticketing system
- Stay updated on industry trends, new technologies, and best practices related to internet registrar and reseller services
About You
- Have a passion for effectively triaging and resolving technical issues, demonstrating a high level of first-call resolutions
- Bring demonstrable experience in a technical support role, preferably in an internet registrar or reseller environment
- Enjoy a fast-paced environment
- Bring the understanding of DNS concepts, including A, CNAME, MX, TXT and NS records as well as DNS configuration and zone management
- Have a strong proficiency in API, RestAPI and EPP protocols, with hands-on experience in consuming and troubleshooting API logs
- Strong aptitude for web hosting triage, including website setup, file management, database connectivity and email configuration
- Know how to navigate and review logs using CLI tools
- Be curious, research, and ask questions
- Excellent problem-solving and analytical skills, with a good eye for detail
- Work collaboratively in a team environment whilst also being self-motivated and able to work independently when necessary
- Demonstrate excellent communication skills, both oral and in writing
- Have exceptional organisational skills and attention to detail
- Be a creative thinker, always thinking “how can we”
- Show a strong desire to succeed and make a difference