Associate Technical Customer Support Specialist

Identity Digital; Denver (CO); On-site; USD 36,000 - 45,000; Full time

Job summary

Identity Digital’s Associate Technical Customer Support Specialist provides high-touch technical support for name.com’s domain services, added products, and partner integrations. This role resolves inquiries within SLA targets, diagnoses issues, and balances customer advocacy with policy across departments.

Reporting to the Director of Technical Customer Support, the role requires 2+ years in tech support, an associate degree (bachelor’s a plus), and DNS/web hosting knowledge.

Qualifications

• 2+ years of technical customer support experience in a SaaS, web hosting, or domain registrar environment.
• Associate's degree or equivalent experience; Bachelor's degree is a plus.
• Working knowledge of DNS records, domain lifecycle management, web hosting, and SSL certificates; REST APIs are a strong plus.
• Experience with CRM platforms (Intercom/Fin, Zendesk) and AI productivity tools to increase workflow efficiency.
• Strong customer de-escalation skills with ability to translate complex technical concepts for customers.
• Detail-oriented with proactive problem-solving and adaptability to evolving web tech and business needs.

Responsibilities

• Provide high-touch support across chat, email, phone, Slack, and social channels while meeting SLA targets.
• Troubleshoot DNS records, nameserver propagation, and product connections; manage domain lifecycles.
• Assist customers with email setups, web hosting, SSL certificates, and security tools.
• Resolve billing, payment gateway, and account verification issues; reproduce and track platform bugs for product teams.
• Identify opportunities to streamline internal workflows and upsell where appropriate.

Skills

2+ years of technical customer support

Strong de-escalation skills

Ability to travel

Work across time zones

Detail-oriented

Problem solving

Education

Associate's degree or equivalent experience

Bachelor's degree is a plus

Tools

Intercom/Fin

Zendesk

REST APIs

AI productivity tools

Job description

Associate Technical Customer Support Specialist

The Associate Technical Customer Support Specialist provides high-touch technical support for name.com’s domain services, added products, and partner integrations. This role is responsible for resolving customer inquiries within SLA targets, diagnosing technical issues, and identifying opportunities to streamline internal workflows. Serving as a knowledgeable problem solver for customers and an internal liaison across departments, this specialist balances customer advocacy with operational policies.

This role reports to the Director of Technical Customer Support.

***We are hiring multiple spots for this position***

What You'll Do

• High-Tier Customer Care & Technical Resolution: Deliver prompt, knowledgeable support across chat, email, phone, Slack, and social channels while maintaining high CSAT and SLA targets. Common responsibilities include:
  • Troubleshooting DNS records, nameserver propagation, and product connections
  • Managing domain lifecycles, including registrations, transfers, renewals, redemption, and premium domain acquisitions
  • Assisting customers with email setups, web hosting, SSL certificates, and security tools
  • Resolving billing, payment gateway, and account verification issues securely.
  • Executing registry-level domain actions for ccTLDs and gTLDs
  • Handling initial fraud reviews and routine compliance actions to protect user accounts and platform security
  • Providing white-glove technical support for high-profile accounts and API integration partners
  • Identifying natural upselling opportunities that add value to customer accounts
• Escalation Management & Bug Tracking: Investigate and resolve complex or escalated customer inquiries, using sound judgment to issue courtesy credits or policy exceptions when appropriate. Reproduce, document, and track platform bugs in internal issue trackers, communicating recurring trends to product and engineering teams
• Continuous Improvement: Proactively identify friction points in the customer experience or internal tooling, proposing actionable solutions to improve agent efficiency and self-service resources
• Reliability & Team Engagement: Maintain consistent attendance and schedule adherence, assist with coverage or overtime during peak volumes, and actively participate in team meetings and company culture initiatives
• Values Alignment: Actively model and promote Identity Digital’s core values through day-to-day interactions, behaviors, and decision-making
• Flexibility: Perform other duties as assigned to support evolving business needs

Who You Are / What You Bring

• 2+ years of technical customer support experience in a high-volume, customer-facing SaaS, web hosting, or domain registrar environment
• Associate's degree or equivalent experience is a must; Bachelor's degree is a plus
• Working knowledge of DNS records (A, CNAME, MX, TXT), domain lifecycle management, web hosting, and SSL certificates. Familiarity with REST APIs is a strong plus
• Hands-on experience with modern CRM platforms (Intercom/Fin, Zendesk, or similar). Experience leveraging AI productivity tools (e.g., Gemini, automated triage bots) to increase workflow efficiency is a plus
• Strong customer de-escalation skills with the ability to translate complex technical concepts into plain language; prior experience in account retention, upselling, or sales is a plus
• Detail-oriented with strong follow-through, a proactive mindset toward problem-solving, and a willingness to adapt to evolving web technologies and business needs.
• Ability to travel as needed
• Ability to work across time zones as part of a global organization as needed
• Reliable transportation to the workplace

Hours/Shifts:

• During training
  • 8am - 5pm, Monday - Friday
• Shift 1
  • 8am - 5pm, Monday - Friday (Saturday/Sunday off)
• Shift 2
  • 8am - 5pm, Saturday - Wednesday (Thursday/Friday off)

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

Salary Range

The U.S. base compensation range for this full-time position is $26.00 - $33.00 per hour (flexibility based on experience) plus benefits as described below. In addition, the successful candidate will be eligible to receive other compensation from time to time in the form of discretionary and/or nondiscretionary bonuses and long-term incentive plan. Actual compensation will be influenced by a candidate’s qualifications, internal employee equity considerations, and location. We will not ask for information about a candidate's current or past compensation for purposes of developing an offer of employment.

US team members (and their spouses, domestic partners, and/or dependent children) are covered by generously subsidized medical, dental, and vision insurance which includes company contributions to a Health Savings Accounts. Team members are also covered by company-paid life and disability insurance and have the option of participating in employee-paid supplemental life, accidental death and dismemberment, critical illness, and accident insurance. In addition, team members can enroll in the company's 401(k) plan with up to a 5% match. You receive 15 days of paid vacation yearly, increasing to 20 days after one year. Additionally, you get 5 days of paid sick leave, 13 paid holidays, and 20 weeks of paid parental leave for birthing parents, 12 weeks for others. Also, there's an opportunity for tuition reimbursement for qualifying expenses.

Note: Benefits programs are subject to eligibility requirements and may vary in certain locations.

A few things to know about us

Name.com is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination.

At the time of an offer, you will be required to complete a background check. Any offer is contingent upon a satisfactory background check.

Sponsorship Statement

Please note that work sponsorship for this position may not be available now or in the future. While we strive to support our candidates, not all roles will qualify. Eligibility will be reviewed on a case-by-case basis.

Accommodation Statement

We are committed to the full inclusion of all qualified individuals. As part of this commitment, Name.com/Identity Digital will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Recruiting Team at [e-mail].