Resolve complex domain, DNS, API, and platform issues as Tier 2 technical escalation. Perform root-cause analysis using logs and command-line tools, manage domain lifecycle edge cases, collaborate with engineering/product, improve processes, and maintain knowledge-base documentation while coaching Tier 1 agents.
Department / Area: Technical Support / Customer
Service
Support Type: B2B, B2C, and B2B2C
Job Summary
Responsible for providing specialized technical support
within the domain registration and DNS management industry, handling
high-complexity incidents that exceed the scope of first-level support. Acts as
a technical liaison between clients, partners, and engineering teams, ensuring
accurate diagnostics, effective communication, and timely incident resolution.
Main Responsibilities
- Configure
and resolve incidents involving DNS records (A, MX, CNAME, TXT, NS).
- Manage
domain registration and transfer processes (gTLDs and ccTLDs).
- Administer
WHOIS contact details and ensure compliance with specific requirements of
various registries (ISNIC, DENIC, among others).
- Provide
support for registrar API integrations and webhook configurations.
- Validate
authentication flows (authorization codes, ownership verification).
- Diagnose
and clearly communicate technical incidents to clients, partners, and
internal teams.
Requirements
- Strong
analytical skills and a focus on root cause resolution.
- Comfort
in reading and interpreting technical documentation.
- Ability
to explain technical solutions clearly to both technical and non-technical
audiences.
- Proactive
attitude and the ability to prioritize multiple incidents under time
constraints.
- Continuous
technical curiosity and willingness to stay updated on regulatory and
technological changes in the industry.
- Adaptability
to communicate with diverse stakeholders, ranging from end users to
engineering teams and external partners.
- Strong
sense of ownership over the customer experience and initiative to propose
process and documentation improvements.
).
Benefits
Benefits
Full-time position
Work from Home
Prepaid Medicine: Your health is our priority!
Life Insurance: Peace of mind for you and your loved ones!
Indefinite-Term Labor Contract: Stability and all legal benefits included!
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