Hybrid Tech Support Specialist — DNS & SaaS

Nominet; Oxford; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

34-hour week

30 days annual leave + bank holidays

Private healthcare + EAP

Pension scheme matched to 7%

Electric vehicle scheme with on-site

Rewards platform with retailer/food &

Medicash discounts on routine care

Company bonus

Job summary

Nominet in OxfordHybrid is seeking a dedicated Technical Support professional to join our team. You will provide first-line customer support to Registrars, Registrants, and Law Enforcement partners, handling break-fix scenarios and offering product guidance across the domain lifecycle.

Applicants should bring experience in API/SaaS support, strong DNS understanding, and proven ticketing-system skills. The role follows a rotating shift pattern and a 34-hour week with a comprehensive benefits

Qualifications

• Exceptional customer support with a proven track record.
• Experience providing front-line technical support for API or SaaS products.
• Understanding of how DNS works and solid IT competence.
• Experience using ticketing systems and SLAs.

Responsibilities

• Provide first-line customer support to Registrars, Registrants and Law Enforcement partners.
• Provide break-fix support and product advice across the domain lifecycle.
• Resolve requests and incidents within SLA, escalating when required.
• Perform root cause analyses and create/update documentation/knowledge base.
• Collaborate with the team to drive solution improvements and project activities.
• Assist with ad-hoc queries from customers and internal teams.

Skills

Customer support

Front-line API/SaaS support

DNS knowledge

Ticketing systems

Troubleshooting

Communication

Change advocacy

Job description

Nominet in OxfordHybrid is seeking a dedicated Technical Support professional to join our team. You will provide first-line customer support to Registrars, Registrants, and Law Enforcement partners, handling break-fix scenarios and offering product guidance across the domain lifecycle.

Applicants should bring experience in API/SaaS support, strong DNS understanding, and proven ticketing-system skills. The role follows a rotating shift pattern and a 34-hour week with a comprehensive benefits