Technical Support Representative

Booth; Colombia; Presencial; COP 36.000.000 - 60.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life insurance

Birthday day off

Descripción de la vacante

Booth is seeking a hands-on technical support professional for its Domains, Identity & Software division. You will resolve high-impact customer issues, acting as the technical backbone of the care organization.

You will own cases end-to-end—from advanced troubleshooting to root‑cause analysis—tackling DNS, domain lifecycle issues, and API/logging workflows, in close collaboration with engineering and product teams.

Formación

• Solid extensive experience in technical customer support, ideally within domains, hosting, SaaS, or internet infrastructure.
• Domain expertise in domain name processes, including gTLDs, ccTLDs, transfers, registry interactions, and lifecycle edge cases.
• DNS knowledge: Advanced working knowledge of DNS and real-world environments.
• API & Logging Protocols: Experience troubleshooting APIs, Rest APIs, EPP, and interpreting logs.
• Life insurance and Birthday day off are offered as benefits.

Responsabilidades

• 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 focus on root cause detection.
• DNS Management: Diagnose and resolve advanced DNS issues, including zone configuration, propagation problems, and registry-specific behavior.
• Domain Lifecycle Management: Investigate domain lifecycle issues across gTLDs, ccTLDs, transfers, renewals, restores, migrations, including ICANN edge cases.
• Cross-Functional Collaboration: Support software and platform-related issues, working with engineering and product teams for deeper investigations.

Conocimientos

Technical Support

Domain expertise

DNS knowledge

API & Logging

English proficiency

Descripción del empleo

With our Domains, Identity & Software division, you will 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 closely with engineering, product, and registry partners to deliver fast, high-quality outcomes for our customers.

Case Resolution & Technical Escalation

• 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.

Experience & Technical Skills Required:

• C1 English level is a MUST!
• Technical Support: Solid 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. (Preferred)
• DNS Knowledge: Advanced working knowledge of DNS and how it behaves in real-world customer environments. (Preferred)
• API & Logging Protocols: Experience troubleshooting APIs, Rest APIs, EPP, and interpreting logs to identify failures or misconfigurations. (Preferred)
• Life insurance
• Birthday day off

Conditions:

• Indefinite-term labor contract with full legal benefits