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2nd Line Support Engineer - Remote job

  • Remote
    • Paramaribo, Paramaribo, Suriname
    • Mumbai, Mahārāshtra, India
    • Almaty, Almaty, Kazakhstan
    +2 more
  • Support

Job description

About the company

Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands. Now we are a team of 80+ people, working fully remotely from all over the world. All Openprovider employees work on a fully remote basis and without any geographical limitations. You don’t have to go to the office each day and deal with traffic or painful commutes. All you need is yourself, a laptop, and a cup of coffee. We support a healthy work/life balance and constantly strive to improve this aspect more and more every day. We support a flexible schedule and are 100% performance and result-oriented. Thanks to a combination of experience and expertise, we enable data-driven decision-making.


About the team

We're a team of support professionals located across the globe, and split into 1st line (mostly busy with quick, customer-facing tasks) and 2nd line (doing more lengthy technical things).

We're making our customers happy by ensuring they can solve issues themselves through self-service and providing them fast and effective solutions where needed. Our main job now is building the Knowledge Base, developing self-service tools for ourselves and customers, as well as growing our people's expertise to tackle more complex tasks on support level. 


About the role

We're looking for a self-organised, passionate 2nd Line Support Engineer, who is hungry to learn, figure out complicated things, who loves communicating with people, and wants to grow technical expertise. You`ll be handling and solving 2nd line support tickets and preparing issues for software developers to work on.


Mission 

Growing Openprovider as a self-service platform through documentation, automation, and processes for internal and external customers.


Goals

  • Solving customers’ problems effectively and conserving 1st line team’s time through automated solutions and workarounds

  • Reducing Development team’s workload by solving what is possible and describing the rest

  • Bridging communications between the two lines of support

  • Creating, documenting, managing, and improving processes


Key responsibilities

  • Work with issues too technical for the 1st line

  • Solve issues too simple for the Development team

  • Investigate, assess, describe, prioritise and systematise issues for further escalation

  • Reduce manual work by creating automation scripts / SQL queries / Support tools

  • Technical ownership of Admin control panel

  • Document solutions and workarounds in Confluence / KB

  • Educate 1st line on issues they can solve themselves

  • Improve support workflow by introducing new and improving existing processes and methodologies

  • Process tasks created by other departments in the 2nd Line JIRA board (ESCAL8SUPP)

  • Communications:

    • Manage 1st line’s expectations in regards to escalated issues

    • Assess, process and relay 1st line’s pains and struggles to the Dev team, translating the impact accurately

    • Filter information received from the 1st line and translate only the necessary to the Dev team

    • Translate information from the Dev team to the 1st line in clear, timely and comprehensive manner

Job requirements

Technical requirements

  • Experience in a Tech industry (preferably in the Domains/Hosting industry)

  • Experience of working as a Technical Support Engineer

  • DNS knowledge 

  • WHMCS knowledge, or experience with other provisioning platform products 

  • Moderate Linux proficiency

  • Moderate SQL proficiency

  • Understanding of contemporary support methodologies and processes (ITIL, KCS, etc.)

  • Knowledge about SpamExperts, Plesk, APIs, Mail, EasyDMARC, scripts, logs

  • Experience in a Tech industry (preferably in Domains/Hosting industry)

  • Experience in Technical Support


Other competences

  • Strong written and spoken communication skills
  • Advanced written and spoken English
  • Approachability: Easily approachable, sensitive, and patient with others' anxieties. 
  • Action Oriented: Enjoys working hard, full of energy for challenges.
  • Compassion: Genuinely cares about people, ready to help, empathetic.
  • Conflict Management: Addresses conflicts proactively, good listener, can settle disputes equitably. 
  • Customer Focus: Dedicated to meeting customer expectations, uses feedback for improvement, builds trust and respect.
  • Peer Relationships: Team player, encourages collaboration, solves problems with peers amicably.
  • Self-Development: Committed to continuous improvement, adaptable, leverages strengths, and compensates for weaknesses.


We offer

  • Full-time position
  • 100% remote work (you can work from any location, no need to go to the office);
  • Paid time off and sick leaves;
  • International team and regular online and offline events to stay connected;
  • Internal workshops, and knowledge-sharing sessions;
  • Quarterly review and annual salary review.

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