Openprovider

1st Line Support Engineer, English & Spanish Speaker

Openprovider

full-time

Posted on:

Location Type: Remote

Location: Colombia

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About the role

  • Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing system.
  • Following Out of Office procedures, keeping an open line of communication with the team and respecting time shifts.
  • 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.
  • Taking care of abuse request and enduser queue.

Requirements

  • Fluent English and Spanish speaker.
  • Excellent written and spoken communication skills.
  • Proactive, polite, and empathetic in interactions with peers and customers.
  • Skilled in searching, structuring, and systematising knowledge, and documenting it effectively.
  • Capable of explaining complex technical topics in simple, accessible language.
  • Enthusiastic and eager to continuously learn new skills and technologies.
  • Great team player with a good sense of humour.
  • Understanding of mail servers, filters, SpamExperts/Spam handling.
  • Basic API literacy and understanding of request flows.
  • Practical knowledge of Excel and MS Office tools.
Benefits
  • 100% Remote Work: Work from anywhere in the world - we’re a fully remote company with no mandatory office presence.
  • Flexible Working Hours: Plan your day around your energy and productivity.
  • Paid Time Off & Sick Leave: We encourage rest and recovery — take time to recharge when needed.
  • Quarterly & Annual Reviews: Transparent performance conversations with space to grow, learn, and progress.
  • Global Team Culture: Collaborate with open-minded colleagues from over 25 countries - we value diversity and inclusion.
  • Regular Online & Offline Events: Virtual coffee breaks, online games, meetups, and company gatherings to keep our connections strong.
  • Learning & Growth Opportunities: Internal workshops, cross-team projects, and knowledge-sharing sessions to keep developing your skills.
  • Modern Remote Workplace: We’re proud to be an ISO 27001-certified organization, ensuring high standards of security and professionalism in everything we do.
  • Tools That Empower You: We provide access to top collaboration tools and platforms that make remote teamwork efficient and enjoyable.
  • Supportive Environment: A culture that values trust, transparency, and wellbeing, we believe happy people build better products.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
API literacyExcelMS Officeknowledge managementmanual work automationtechnical documentationproblem solvingprocess improvementSSL certificatesmail servers
Soft skills
communicationproactivepoliteempatheticteam playerenthusiastichumourlearningstructuring knowledgeexplaining technical topics