Openprovider

Support Engineer

• Work in rotational shifts to provide 24/7 support to customers
• Work with issues too technical for the 1st line
• Solve issues too simple for the Dev team
• Investigate, assess, describe, prioritize and systematize 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)
• Escalate critical and complicated issues to senior 2nd Line Team
• Monitor alerts (registry health, fatal errors, DevOps alerts, etc.) and flag issues to relevant teams
• Manage 1st line’s expectations in regard 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 a clear, timely, and comprehensive manner

Junior 2nd Line Support Engineer – Shifts: including nights & weekends

• Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing system
• Solving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk/Virtuozzo licenses and Spamexperts
• Actively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peers
• Working closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and services
• Analyzing your day-to-day operations and processes within the department to generate ideas on manual work automation and processes improvement
• Actively learning, on your own and with the team, about our products, technologies, and tools
• Finish in time company courses and activities
• Take care of abuse request and enduser queue
• Communicate incidences that prevent normal job on time

1st Line Support Engineer, English & Dutch speaker

Business Development Rep

• Proactively identify and engage potential small-mid size and enterprise clients through outbound channels (LinkedIn, email campaigns, cold calling, industry events), focusing on Ideal Customer Profiles (ICPs) within assigned territories.
• Respond promptly to inbound leads, qualify them using sales frameworks, and ensure timely follow-up and conversion into meaningful pipeline opportunities.
• Secure and conduct discovery calls with decision-makers, tailoring each interaction to uncover pain points and positioning Openprovider’s solutions as the ideal fit.
• Build personalized outreach strategies and business cases for large accounts, managing long sales cycles while keeping momentum through stakeholder engagement and objection handling.
• Create compelling sales presentations and proposals that align Openprovider’s offerings with the strategic goals of enterprise prospects, ensuring clarity on value and ROI.
• Own the negotiation process with stakeholders across procurement, legal, and IT, working toward mutually beneficial terms while safeguarding margin expectations.
• Maintain a clean, organized pipeline in HubSpot with accurate forecasting, close dates, and next steps. Ensure all activity is logged and opportunities are correctly staged.
• Work closely with Marketing, Sales Enablement, Product, and Customer Success teams to align messaging, generate leads, and ensure a smooth post-sale handover.
• Continuously gather insights on competitor activity, market shifts, customer feedback, and industry trends; use this knowledge to adapt sales strategies and inform leadership.
• Consistently meet or exceed assigned quarterly revenue targets and margin expectations by focusing on high-value deals and enterprise-level partnerships.
• Own the full customer journey for the first 90 days by driving successful onboarding, ensuring adoption and first value, and acting as the single point of contact for all queries.

Junior 2nd Line Support Engineer – Shifts: including nights & weekends

1st Line Support Engineer, English & Dutch speaker

Business Development Representative