Tier 2 Technical Support - WFO, DNS & Billing
Cloudstaff Philippines Inc.
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Benefits offered by this job
Job summary
Cloudstaff Philippines Inc. in Quezon City is seeking a Tier 2 Technical Support specialist to resolve complex escalations across Billing, Domains, and Accounts, while delivering exceptional customer experience and meeting productivity targets.
The role collaborates with Product and Engineering during platform incidents and coaches agents on product workflows. Requirements include 2+ years in Tier 2/3 support, strong DNS/domain knowledge, and experience with billing tools (Stripe/PayPal) along
Qualifications
- 2+ years Tier 2 or 3 support experience.
- Strong expertise in DNS, domains, and registrar tools (CentralNic, OpenSRS).
- Experience handling billing escalations using Stripe or PayPal.
- Proficiency with BrowserStack/Lambdatest, ChromeDevTools, Google Cloud Logs, and diagnostics platforms.
- Working knowledge of APIs and tools like Swagger.
- Strong judgment handling billing, policy, and account safety.
Responsibilities
- Resolve complex escalations across Billing, Accounts, Domains, Email.
- Deliver exceptional customer experience while meeting productivity targets.
- Investigate domain lifecycle, DNS, and registrar-related issues.
- Report defects in JIRA and manage high-severity incidents.
- Collaborate with Product and Engineering during platform incidents.
- Coach agents on product behavior, workflows, and best practices.
- Support Team Leads on sensitive, high-impact cases.
Skills
Tools
Job description
Cloudstaff Philippines Inc. in Quezon City is seeking a Tier 2 Technical Support specialist to resolve complex escalations across Billing, Domains, and Accounts, while delivering exceptional customer experience and meeting productivity targets.
The role collaborates with Product and Engineering during platform incidents and coaches agents on product workflows. Requirements include 2+ years in Tier 2/3 support, strong DNS/domain knowledge, and experience with billing tools (Stripe/PayPal) along
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