1st Line Support Engineer - Remote job (Shifts: including nights & weekends)

About the company

Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands. 

We are a fully-remote organisation with more than 100 team members spread across 20+ countries. Remote working means no office, no painful commuting, and no stressful traffic - all you need is yourself, a laptop, and a cup of coffee!

A diverse and inclusive organisation, we support a healthy work/life balance and are constantly looking for new ways to help the well-being of our people. We support a flexible schedule and are 100% performance and result-oriented.

At Openprovider, we're not just a company; we're a mission-driven team dedicated to transforming the domain industry. We believe in providing a trusted digital identity to every business. 

Our innovative approach is reshaping the industry from a traditional transactional model to a more customer-centric, subscription-based approach. We pay subscriptions for music, newspapers, and movies - why should domains be any different?

Come join us on our journey to create a trusted digital world.

About the role

You’ll be joining a global team of support professionals working fully remotely across multiple time zones. The department is divided into 1st line support, focused on fast, customer-facing requests, and 2nd line support, handling deeper technical investigations and more complex cases.

Our team’s priority is making customers happy by helping them solve issues through self-service and providing quick, effective solutions whenever personal assistance is needed. 

This role operates on rotating shifts, including nights, weekends, and holidays, to ensure we provide 24/7 coverage. Please review the schedule carefully before applying to make sure it works for you.

Working Schedule (Bogotá Time)

First 3 months (Onboarding & Training)
Monday - Friday: 6:00 AM – 2:30 AM

After onboarding (Night Shift Rotation)
Monday–Friday: 3:00 PM – 11:30 PM

Weekend Rotational Shifts (two days off per week are maintained)

• Shift 1: 11:00 PM – 7:30 AM
• Shift 2: 7:00 AM – 3:30 PM
• Shift 3: 3:00 PM – 11:30 PM

We’re looking for a self-organised, passionate support specialist who’s hungry to learn, enjoys figuring out complicated problems, loves communicating with people, and wants to grow real technical depth.

Key responsibilities

• Work in rotational shifts to provide 24/7 support to customers

• Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing system

• Following Out of Office procedures, keeping an open line of communication with the team and respecting time shifts.

• Solving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk licenses and Spamexperts

• Actively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peers

• Working closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and services

• Analyzing your day-to-day operations and processes within the department to generate ideas on manual work automation and processes improvement

• Actively learning, on your own and with the team, about our products, technologies, and tools

• Taking care of abuse request and enduser queue

What we are looking for

• Bachelor’s degree in Information Technology, or a related IT field

• 1-2 years of experience in Customer Technical Support

• Fluent English and Spanish speaker.

• Excellent written and spoken communication skills.

• Proactive, polite, and empathetic in interactions with peers and customers.

• Able to express thoughts clearly with strong grammatical accuracy.

• Skilled in searching, structuring, and systematising knowledge, and documenting it effectively.

• Capable of explaining complex technical topics in simple, accessible language.

• Able to work autonomously without direct supervision.

• Enthusiastic and eager to continuously learn new skills and technologies.

• Great team player with a good sense of humour.

• Understanding of mail servers, filters, SpamExperts/Spam handling.

• Basic API literacy and understanding of request flows.

• Comfortable attending team meetings and company events when available.

• Practical knowledge of Excel and MS Office tools.

• Able to maintain focus while working in a remote-first environment.

Nice to have

• Solid SSL expertise: processes, validations, errors, and troubleshooting.

• Proper knowledge of Excel and ability to work with reports and data exports.

• Able to adhere to SLA targets and perform under pressure.

• Knowledge of Nameservers, DNS, DNSSEC.

What we offer

• 100% Remote Work
  Work from anywhere in the world: we’re a fully remote company with no mandatory office presence.

• Generous Time Off
  Enjoy 31 working days of PTO, plus 5 company-wide public holidays.

• Quarterly & Annual Reviews
  Transparent performance conversations with clear opportunities to grow, learn, and progress in your career.

• Global Team Culture
  Collaborate with open-minded colleagues from 25+ countries in a diverse and inclusive environment.

• ☕ Regular Online Social Activities
  Virtual coffee breaks, online games, meetups, and company gatherings help us stay connected across borders.

• Learning & Growth Opportunities
  Access internal workshops, cross-team projects, and knowledge-sharing sessions to continuously develop your skills.

• Modern Remote Workplace
  We are an ISO 27001-certified organization, maintaining high standards of security and professionalism in everything we do.

• Tools That Empower You
  We provide access to modern collaboration platforms and tools that make remote teamwork smooth and effective.

• AI Subscription (Claude)
  Get access to advanced AI tools to support your productivity and creativity.

• Supportive Environment
  We value trust, transparency, and wellbeing, because happy people build better products.

About us

Most resellers spend too much money and time on domains. With Openprovider and our Membership program, you can buy, renew, and transfer domains at cost price on one platform to become a more successful and profitable reseller.

We are a rapidly-growing, ICANN-accredited domain registrar and technology scale-up founded in 2004 in Rotterdam, the Netherlands. We understand the frustrations of wasting hours searching for new domains at fair prices; being hit by unexpected renewal costs after the first year; and losing customers because you can’t offer attractive bundles.

That’s why we built a platform to easily manage operations for over 1,900 domain extensions. We were the first to offer a Membership Program to get the domains you need at cost price, and we've been helping clients sell millions of domains for more than 20 years.

We have been fully remote since 2020, and our team has only expanded since then. Our team currently consists of 110+ employees, who are spread across 25+ different countries and 4 different continents. We are proud of our fun and diverse team and regularly connect with each other through online and offline events.