Customer Support L2

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