1st Line Support Engineer – Shifts including nights & weekends
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Job Description
1st Line Support Engineer supporting Openprovider’s domain registrar platform and related digital services. Resolving customer issues across rotating 24/7 shifts using phone, chat, tickets, and technical tools.
Responsibilities:
- Work rotational shifts to provide 24/7 customer support
- Provide high-quality customer service and resolve issues via phone, chat, and ticketing system
- Follow Out of Office procedures and maintain communication with the team across shifts
- Solve tasks using internal toolsets for SSL certificates, domains, Plesk licenses, and SpamExperts
- Maintain and improve the knowledge base as a single source of truth
- Collaborate with departments around the world to resolve customer problems and improve products and services
- Analyze daily operations and processes to identify automation and process-improvement opportunities
- Learn independently and collaboratively about products, technologies, and tools
- Handle abuse requests and the end-user queue
Requirements:
- Bachelor’s degree in Information Technology or a related IT field
- 1–2 years of experience in Customer Technical Support
- Fluent English speaker
- Excellent written and spoken communication skills
- Strong grammatical accuracy and ability to express thoughts clearly
- Ability to search, structure, systematise, and document knowledge effectively
- Ability to explain complex technical topics in simple, accessible language
- Ability to work autonomously without direct supervision
- Enthusiasm for continuously learning new skills and technologies
- Understanding of mail servers, filters, and SpamExperts/spam handling
- Basic API literacy and understanding of request flows
- Practical knowledge of Excel and MS Office tools
- Ability to maintain focus in a remote-first environment
- Comfortable attending team meetings and company events when available
- Ability to work rotating shifts, including nights, weekends, and holidays
- Solid SSL expertise, including processes, validations, errors, and troubleshooting (nice to have)
- Knowledge of nameservers, DNS, and DNSSEC (nice to have)
- Ability to adhere to SLA targets and perform under pressure (nice to have)
Benefits:
- 100% remote work with no mandatory office presence
- 31 working days of PTO
- 5 company-wide public holidays
- Quarterly and annual performance reviews with career growth opportunities
- Diverse and inclusive global team culture
- Regular online social activities, virtual coffee breaks, online games, meetups, and company gatherings
- Internal workshops, cross-team projects, and knowledge-sharing sessions
- Modern collaboration platforms and remote-work tools
- AI subscription (Claude)
- Supportive environment focused on trust, transparency, and wellbeing
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