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1st Line Support Engineer – Shifts: including nights & weekends
Openprovider1st Line Support Engineer providing 24/7 technical support from anywhere in the world. Join a diverse remote team focused on customer satisfaction and technical excellence.
Tech Stack
Tools & technologiesDNS
About the role
Key responsibilities & impact- Work in rotational shifts to provide 24/7 support to customers
- 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 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
What you’ll need- Bachelor’s degree in Information Technology, or a related IT field
- 1-2 years of experience in Customer Technical Support
- Fluent English and Spanish speaker.
- Excellent written and spoken communication skills.
- Proactive, polite, and empathetic in interactions with peers and customers.
- Able to express thoughts clearly with strong grammatical accuracy.
- Skilled in searching, structuring, and systematising knowledge, and documenting it effectively.
- Capable of explaining complex technical topics in simple, accessible language.
- Able to work autonomously without direct supervision.
- 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.
- Comfortable attending team meetings and company events when available.
- Practical knowledge of Excel and MS Office tools.
- Able to maintain focus while working in a remote-first environment.
- Nice to have Solid SSL expertise: processes, validations, errors, and troubleshooting.
- Proper knowledge of Excel and ability to work with reports and data exports.
- Able to adhere to SLA targets and perform under pressure.
- Knowledge of Nameservers, DNS, DNSSEC.
Benefits
Comp & perks- 100% Remote Work
- Generous Time Off: 31 working days of PTO plus 5 company-wide public holidays.
- Quarterly & Annual Reviews: Transparent performance conversations with clear opportunities to grow, learn, and progress in your career.
- Global Team Culture: Collaborate with open-minded colleagues from 25+ countries in a diverse and inclusive environment.
- ☕ Regular Online Social Activities: Virtual coffee breaks, online games, meetups, and company gatherings help us stay connected across borders.
- Learning & Growth Opportunities: Access internal workshops, cross-team projects, and knowledge-sharing sessions to continuously develop your skills.
- Modern Remote Workplace: We are an ISO 27001-certified organization, maintaining high standards of security and professionalism in everything we do.
- Tools That Empower You: We provide access to modern collaboration platforms and tools that make remote teamwork smooth and effective.
- AI Subscription (Claude): Get access to advanced AI tools to support your productivity and creativity.
- Supportive Environment: We value trust, transparency, and wellbeing, because happy people build better products.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Technical SupportSSL expertiseAPI literacyExcelMS OfficeDNSDNSSECSpamExpertsPlesk licensesproblem-solving
Soft Skills
communication skillsproactiveempatheticteam playerautonomousenthusiasticpoliteclear expressionhumourfocus
Certifications
Bachelor’s degree in Information Technology