Junior 2nd Line Support Engineer

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 85+ 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 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

Were 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).

Were 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 peoples expertise to tackle more complex tasks on support level.

About the role

Were looking for a self-organised, passionate Junior 2nd Line Support Engineer, who is hungry to learn, figure out complicated things, who loves communicating with people, and wants to grow technical expertise.

This role operates on rotating shifts, including nights, weekends, and holidays, to ensure we provide 24/7 coverage.

Mission

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

Goals

• Work in rotational shifts to provide 24/7 support to customers
• Work with issues too technical for the 1st line
• Solve issues too simple for the Dev 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
• Escalate critical and complicated issues to senior 2nd Line Team
• Monitor and process failed RATs (Renewal As Transfer)
• Manage 1st line s expectations in regard 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 a clear, timely, and comprehensive manner