Resolve complex, non‑standard customer issues across domains, DNS, identity services, APIs, and platform behaviour.
Serve as the main escalation point from Tier 1, owning cases from start to finish.
Investigate issues deeply using API logs, EPP flows, system logs, and command‑line tools.
Diagnose advanced DNS problems including configuration conflicts, propagation issues, and registry‑specific behaviours.
Troubleshoot domain lifecycle issues across gTLDs/ccTLDs, transfers, renewals, restores, and ICANN‑related edge cases.
Work with engineering and product teams when cases require deeper technical insight.
Support Tier 1 agents with guidance, coaching, and structured escalation workflows.
Provide clear, well‑structured case documentation to help knowledge scale across the organisation.
Contribute to internal knowledge bases and AI‑powered support tools by turning real issues into reusable solutions.
Identify recurring patterns or structural gaps and feed insights into product, training, or automation initiatives.
Efficient and accurate resolution of complex cases.
High first‑time resolution and strong escalation closure rates.
Reduction of repeat issues through smart fixes and documentation.
High‑quality written investigations and communication.
Positive feedback from Tier 1, engineering, and product stakeholders.
Visible contribution to operational and process improvements.

Requirements

Strong hands‑on experience in technical support within domains, hosting, SaaS, or internet infrastructure.
Deep understanding of domain processes including gTLD/ccTLD flows, transfers, registry interactions, and lifecycle behaviours.
Advanced knowledge of DNS and its behaviour in real‑world scenarios.
Experience troubleshooting APIs (REST, EPP) and interpreting logs to identify issues.
Familiarity with hosting environments (e.g., cPanel, WHM, email setup, basic database connectivity).
Ability to work independently on highly complex issues with minimal oversight.
Strong investigative approach with a focus on root‑cause analysis.
High attention to detail and excellent written communication.
Fluency in German and/or French (highly desirable).

Benefits

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
At Team Internet, we believe in equal opportunities for everyone. We value diversity and make sure all applicants get a fair chance, because we know that our collective strength and diversity makes us stronger.

Applicant Tracking System Keywords

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

Hard skills

technical supportDNSAPI troubleshootingEPPgTLDccTLDdomain lifecycleroot-cause analysislog interpretationhosting environments

Soft skills

investigative approachattention to detailwritten communicationcoachingproblem-solvingcase documentationescalation managementpattern identificationoperational improvementindependent work