Customer Care

We are seeking a highly skilled and detail-oriented Tier 2 Internet Registrar/Reseller with a strong background in API, RestAPI, EPP, and advanced DNS knowledge.
- As a member of our technical support team, you will play a critical role in managing domain registrations, resolving customer issues, and providing technical expertise related to internet registrar and reseller services.
- This position requires a keen eye for detail, excellent problem-solving abilities, and a proven track record of efficiently triaging API logs and resolving issues with a high level of first-call resolutions. In addition, you will be expected to possess an aptitude for web hosting triage and command line interface (CLI) understanding to effectively review logs.Key outcomes of the role
- Provide Tier 2 technical support for internet registrar and reseller services, including domain registration, DNS management, and other related products
- Collaborate with Tier 1 support team to ensure efficient issue escalation and resolution processes
- Utilize your extensive knowledge of APIs, RestAPIs, and EPP to troubleshoot and resolve technical issues related to domain registrations and reselling
- Demonstrate advanced DNS knowledge to diagnose and resolve DNS-related issues, including DNS configuration, zone management, and record modifications
- Efficiently triage API logs and system-generated logs to identify and resolve customer issues, utilizing a high level of first-call resolutions whenever possible
- Collaborate with internal teams, such as engineering and operations, to escalate and resolve complex technical issues that require further investigation
- Document and maintain accurate records of customer interactions, technical issues, and their resolutions in the support ticketing system
- Stay updated on industry trends, new technologies, and best practices related to internet registrar and reseller services

About you
- Have a passion for effectively triaging and resolving technical issues, demonstrating a high level of first-call resolutions
- Bring demonstrable experience in a technical support role, preferably in an internet registrar or reseller environment
- Enjoy a fast-paced environment
- Bring the understanding of DNS concepts, including A, CNAME, MX, TXT and NS records as well as DNS configuration and zone management
- Have a strong proficiency in API, RestAPI and EPP protocols, with hands-on experience in consuming and troubleshooting API logs
- Know how to navigate and review logs using CLI tools
- Be curious, research, and ask questions
- Excellent problem-solving and analytical skills, with a good eye for detail
- Work collaboratively in a team environment whilst also being self-motivated and able to work independently when necessary
- Demonstrate excellent communication skills, both oral and in writing
- Have exceptional organisational skills and attention to detail
- Be a creative thinker, always thinking “how can we”
- Show a strong desire to succeed and make a difference

**Experience and skills that will help you succeed**
- Certification or training in API development, RestAPI, EPP, or DNS Management
- Experience working with domain registrar/reseller platforms and familiarity with industry standards and regulations
- Knowledge of scripting languages such as Python or Bash, to automate tasks and improve efficiency
- Familiarity with web hosting control panels, such as cPanel or Plesk, and web server configurations(Apache, Nginx)

What's in it for you?
- There are many reasons to come on board our team of talented professionals, but here are just a few- We are collaborative, fair, consciously inclusive, and flexible
- We trust, value, and support our people to make the difference
- We believe that diversity of thought and experience provides the platform for innovation and creativity
- We invest in the development of our people to drive our ambitions forward
- We offer a range of benefits (including your choice of tech) and a competitive package
- We offer a great work environment in an internationally successful enterprise in the online services industry

About CentralNic

We are an ambitious company founded in 1996 and listed on the London Stock Exchange (CNIC), which is growing quickly through acquisition. We live and breathe our values and are committed to the growth of our business that we achieve through the growth and development of our people. We are successful because we recognise that our people are at the core of everything we do. Our mission is to enable the global economy to achieve its online aspirations.