2nd Line Support Engineer

2 weeks ago

mumbai, India Openprovider Full time

About the company

Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands. Now we are a team of 80+ people, working fully remotely from all over the world. All Openprovider employees work on a fully remote basis and without any geographical limitations. You don’t have to go to the office each day and deal with traffic or painful commutes. All you need is yourself, a laptop, and a cup of coffee. We support a healthy work/life balance and constantly strive to improve this aspect more and more every day. We support a flexible schedule and are 100% performance and result-oriented. Thanks to a combination of experience and expertise, we enable data-driven decision-making.

About the team

We're a team of support professionals located across the globe, and split into 1st line (mostly busy with quick, customer-facing tasks) and 2nd line (doing more lengthy technical things).

We're making our customers happy by ensuring they can solve issues themselves through self-service and providing them fast and effective solutions where needed. Our main job now is building the Knowledge Base, developing self-service tools for ourselves and customers, as well as growing our people's expertise to tackle more complex tasks on support level. 

About the role

We're looking for a self-organised, passionate 2nd Line Support Engineer, who is hungry to learn, figure out complicated things, who loves communicating with people, and wants to grow technical expertise. You`ll be handling and solving 2nd line support tickets and preparing issues for software developers to work on.

Mission  

Growing Openprovider as a self-service platform through documentation, automation, and processes for internal and external customers.

Goals

Solving customers’ problems effectively and conserving 1st line team’s time through automated solutions and workarounds

Reducing Development team’s workload by solving what is possible and describing the rest

Bridging communications between the two lines of support

Creating, documenting, managing, and improving processes

Key responsibilities

Work with issues too technical for the 1st line

Solve issues too simple for the Development team

Investigate, assess, describe, prioritise and systematise issues for further escalation

Reduce manual work by creating automation scripts / SQL queries / Support tools

Technical ownership of Admin control panel

Document solutions and workarounds in Confluence / KB

Educate 1st line on issues they can solve themselves

Improve support workflow by introducing new and improving existing processes and methodologies

Process tasks created by other departments in the 2nd Line JIRA board (ESCAL8SUPP)

Communications:

Manage 1st line’s expectations in regards to escalated issues

Assess, process and relay 1st line’s pains and struggles to the Dev team, translating the impact accurately

Filter information received from the 1st line and translate only the necessary to the Dev team

Translate information from the Dev team to the 1st line in clear, timely and comprehensive manner

Technical requirements

DNS knowledge 

WHMCS knowledge, or experience with other provisioning platform products 

Moderate Linux proficiency

Moderate SQL proficiency

Understanding of contemporary support methodologies and processes (ITIL, KCS, etc.)

Knowledge about SpamExperts, Plesk, APIs, Mail, EasyDMARC, scripts, logs

Experience in a Tech industry is preferable

Experience in Technical Support

Other competences

Strong written and spoken communication skills Advanced written and spoken English Approachability: Easily approachable, sensitive, and patient with others' anxieties.  Action Oriented: Enjoys working hard, full of energy for challenges. Compassion: Genuinely cares about people, ready to help, empathetic. Conflict Management: Addresses conflicts proactively, good listener, can settle disputes equitably.  Customer Focus: Dedicated to meeting customer expectations, uses feedback for improvement, builds trust and respect. Peer Relationships: Team player, encourages collaboration, solves problems with peers amicably. Self-Development: Committed to continuous improvement, adaptable, leverages strengths, and compensates for weaknesses.

We offer

Full-time position 100% remote work (you can work from any location, no need to go to the office); Paid time off and sick leaves; International team and regular online and offline events to stay connected; Internal workshops, and knowledge-sharing sessions; Quarterly review and annual salary review.

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