Tier 2, Customer Care

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!