Senior Tech Support Specialist - DNS/Domains (Remote)

Booth & Partners; Colombia; Presencial; GBP 42.000 - 68.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Prepaid Medicine

Life Insurance

Indefinite-Term Contract

Descripción de la vacante

Booth & Partners in the United Kingdom is seeking a Tier 2 Technical Support specialist to resolve complex customer issues, focusing on domains, DNS, and API problems.

You will work with Tier 1, engineering, product, and registry partners to deliver fast, high-quality outcomes, document learnings, and contribute to knowledge bases.

This full-time remote role offers autonomy, ownership, and opportunities to improve processes and tooling through AI-assisted workflows.

Formación

• Solid to extensive experience in technical customer support within domains, hosting, SaaS, or internet infrastructure.
• Solid understanding of domain name processes including gTLDs, ccTLDs, transfers, registry interactions, and lifecycle edge cases.
• Advanced working knowledge of DNS and real-world customer environments.
• Experience troubleshooting APIs, Rest APIs, EPP, and interpreting logs to identify failures or misconfigurations.
• Comfort working with hosting environments (e.g., cPanel, WHM, email configuration, basic database connectivity).

Responsabilidades

• Case Resolution & Escalation: 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, focusing on 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 edge cases.
• Cross-Functional Collaboration: Work with engineering and product teams where deeper investigation is required.
• Continuous Improvement & Knowledge Sharing: Proactively identify patterns and feed back into product, engineering, training, or automation initiatives.
• Documentation: Maintain clear, high-quality case documentation for learnings to scale.
• Knowledge Base Contribution: Turn real customer issues into reusable solutions for internal KBs and AI tooling.
• Team Coaching: Guide Tier 1 agents through escalation handling to raise team capability.

Conocimientos

Technical Support

Domain Expertise

DNS Knowledge

API & Logging

Hosting Environments

Descripción del empleo

Booth & Partners in the United Kingdom is seeking a Tier 2 Technical Support specialist to resolve complex customer issues, focusing on domains, DNS, and API problems.

You will work with Tier 1, engineering, product, and registry partners to deliver fast, high-quality outcomes, document learnings, and contribute to knowledge bases.

This full-time remote role offers autonomy, ownership, and opportunities to improve processes and tooling through AI-assisted workflows.