As a Tier 2 Customer Care Agent within team Domains, Identity & Software division, you play a critical role at the heart of our operations. You are trusted with solving complex, high-impact customer issues, acting as the technical backbone of our customer care organization.
This role is for people who enjoy deep problem-solving, high ownership, and tangible output. You will spend the majority of your time actively resolving cases, untangling technical challenges, and working with Tier 1, engineering, product, and registry partners to deliver fast, high-quality outcomes for our customers.
Beyond resolving individual tickets, Tier 2 agents help raise the bar: improving processes, strengthening technical knowledge across the organization, and reducing repeat issues through smart fixes and clear documentation. Fluency in German and/or French is highly valued, enabling you to directly support and unblock customers in key European markets.
Advanced Troubleshooting: Resolve complex, non-standard customer issues related to domains, DNS, identity services, APIs, and platform behavior.
Escalation Management: Act as the main escalation point from Tier 1, taking full ownership of cases through to resolution.
Root Cause Analysis: Troubleshoot technical issues using API logs, EPP flows, system logs, and command-line tools, with a strong focus on finding the root cause.
DNS Management: Diagnose and resolve advanced DNS issues, including zone configuration, propagation problems, record conflicts, and registry-specific behavior.
Domain Lifecycle Management: Investigate domain lifecycle issues across gTLDs, ccTLDs, transfers, renewals, restores, and migrations, including ICANN-related edge cases.
Cross-Functional Collaboration: Support software and platform-related issues, working closely with engineering and product teams where deeper investigation is required.
Process Optimization: Proactively identify patterns, recurring problems, or structural gaps and feed these back into product, engineering, training, or automation initiatives.
Documentation: Maintain clear, high-quality case documentation that enables learnings to scale beyond the individual ticket.
Knowledge Base Contribution: Contribute to internal knowledge bases and AI-driven support tooling by turning real customer issues into reusable solutions.
Team Coaching: Support Tier 1 agents through guidance, informal coaching, and clear escalation handling, helping raise overall team capability.
Complex cases resolved efficiently and correctly.
Strong first-time resolution and escalation closure rates.
Reduction in repeat issues through clear fixes and documentation.
Quality and clarity of technical investigations and written responses.
Positive feedback from Tier 1, engineering, and product stakeholders.
Contribution to operational improvements, not just ticket throughput.
By leveraging our people, businesses, and technologies, we aim to drive innovation, deliver value, and create growth for all.
We act like owners We take responsibility for the success and wellbeing of our team, customers, and planet. When we see something that could be better, we do something to create positive change.
We have the courage to do the right thing Even if it’s not the easy thing. We act with honesty, integrity, and care for the impact we make, contributing to a better world and a more sustainable future.
We work smart to build things we are proud of We use the latest tools and AI technology to eliminate manual repetition, grow and adapt in an ever-changing world, and strive for excellence in everything we do. If it doesn’t exist, we build it—because innovative thinking is part of our DNA.
We win together Made from different but connected brands and services, we work collaboratively with passion and open minds to harness our collective strength and diversity—making the impossible, possible.
Technical Support: Solid to extensive experience in technical customer support, ideally within domains, hosting, SaaS, or internet infrastructure.
Domain Expertise: Solid understanding of domain name processes, including gTLDs, ccTLDs, transfers, registry interactions, and lifecycle edge cases.
DNS Knowledge: Advanced working knowledge of DNS and how it behaves in real-world customer environments.
API & Logging Protocols: Experience troubleshooting APIs, Rest APIs, EPP, and interpreting logs to identify failures or misconfigurations.
Hosting Environments: Comfort working with hosting environments (e.g., cPanel, WHM, email configuration, basic database connectivity).
Autonomy: Ability to work independently, calmly, and productively on complex problems without constant supervision.
Communication: Strong written communication skills, able to explain technical issues clearly to both customers and internal teams.
Mindset: A mindset oriented toward output, ownership, and continuous improvement rather than just escalation.
AI Adaptability: Curiosity and openness to using AI-assisted tooling to work smarter, faster, and at scale.
Self-Development: Demonstrates and takes actions to continuously develop, grow, and remain open to feedback.
Fluency in English (spoken and written).
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