About the company Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands. We are a fully-remote organisation with more than 100 team members spread across 20+ countries. Remote working means no office, no painful commuting, and no stressful traffic - all you need is yourself, a laptop, and a cup of coffee! A diverse and inclusive organisation, we support a healthy work/life balance and are constantly looking for new ways to help the well-being of our people. We support a flexible schedule and are 100% performance and result-oriented. At Openprovider, we're not just a company; we're a mission-driven team dedicated to transforming the domain industry. We believe in providing a trusted digital identity to every business. Our innovative approach is reshaping the industry from a traditional transactional model to a more customer-centric, subscription-based approach. We pay subscriptions for music, newspapers, and movies - why should domains be any different? Come join us on our journey to create a trusted digital world. About the role You’ll be joining a global team of support professionals working fully remotely across multiple time zones. The department is divided into 1st line support, focused on fast, customer-facing requests, and 2nd line support, handling deeper technical investigations and more complex cases.Our team’s priority is making customers happy by helping them solve issues through self-service and providing quick, effective solutions whenever personal assistance is needed. This role operates on rotating shifts, including nights, weekends, and holidays, to ensure we provide 24/7 coverage. Please review the schedule carefully before applying to make sure it works for you.Working Schedule (Bogotá Time)First 3 months (Onboarding & Training) Monday - Friday: 6:00 AM – 2:30 AMAfter onboarding (Night Shift Rotation) Monday–Friday: 3:00 PM – 11:30 PMWeekend Rotational Shifts (two days off per week are maintained)<ul><li>Shift 1: 11:00 PM – 7:30 AM</li><li>Shift 2: 7:00 AM – 3:30 PM</li><li>Shift 3: 3:00 PM – 11:30 PM</li></ul>We’re looking for a self-organised, passionate support specialist who’s hungry to learn, enjoys figuring out complicated problems, loves communicating with people, and wants to grow real technical depth. Key responsibilities <ul><li>Work in rotational shifts to provide 24/7 support to customers</li><li>Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing system</li><li>Following Out of Office procedures, keeping an open line of communication with the team and respecting time shifts.</li><li>Solving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk licenses and Spamexperts</li><li>Actively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peers</li><li>Working closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and services</li><li>Analyzing your day-to-day operations and processes within the department to generate ideas on manual work automation and processes improvement</li><li>Actively learning, on your own and with the team, about our products, technologies, and tools</li><li>Taking care of abuse request and enduser queue</li></ul> What we are looking for <ul><li>Bachelor’s degree in Information Technology, or a related IT field</li><li>1-2 years of experience in Customer Technical Support</li><li>Fluent English and Spanish speaker.</li><li>Excellent written and spoken communication skills.</li><li>Proactive, polite, and empathetic in interactions with peers and customers.</li><li>Able to express thoughts clearly with strong grammatical accuracy.</li><li>Skilled in searching, structuring, and systematising knowledge, and documenting it effectively.</li><li>Capable of explaining complex technical topics in simple, accessible language.</li><li>Able to work autonomously without direct supervision.</li><li>Enthusiastic and eager to continuously learn new skills and technologies.</li><li>Great team player with a good sense of humour.</li><li>Understanding of mail servers, filters, SpamExperts/Spam handling.</li><li>Basic API literacy and understanding of request flows.</li><li>Comfortable attending team meetings and company events when available.</li><li>Practical knowledge of Excel and MS Office tools.</li><li>Able to maintain focus while working in a remote-first environment.</li></ul> Nice to have <ul><li>Solid SSL expertise: processes, validations, errors, and troubleshooting.</li><li>Proper knowledge of Excel and ability to work with reports and data exports.</li><li>Able to adhere to SLA targets and perform under pressure.</li><li>Knowledge of Nameservers, DNS, DNSSEC.</li></ul> What we offer <ul><li><p style="border:0px solid;margin-top:0px;margin-right:0px;margin-bottom:0px;color:rgb(32,32,32);font-family:Inter, '-apple-system', 'system-ui', 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);">100% Remote Work Work from anywhere in the world: we’re a fully remote company with no mandatory office presence.</li><li><p style="border:0px solid;margin-top:0px;margin-right:0px;margin-bottom:0px;color:rgb(32,32,32);font-family:Inter, '-apple-system', 'system-ui', 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);">Generous Time Off Enjoy 31 working days of PTO, plus 5 company-wide public holidays.</li><li><p style="border:0px solid;margin-top:0px;margin-right:0px;margin-bottom:0px;color:rgb(32,32,32);font-family:Inter, '-apple-system', 'system-ui', 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);">Quarterly & Annual Reviews Transparent performance conversations with clear opportunities to grow, learn, and progress in your career.</li><li><p style="border:0px solid;margin-top:0px;margin-right:0px;margin-bottom:0px;color:rgb(32,32,32);font-family:Inter, '-apple-system', 'system-ui', 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);">Global Team Culture Collaborate with open-minded colleagues from 25+ countries in a diverse and inclusive environment.</li><li><p style="border:0px solid;margin-top:0px;margin-right:0px;margin-bottom:0px;color:rgb(32,32,32);font-family:Inter, '-apple-system', 'system-ui', 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);">☕ Regular Online Social Activities Virtual coffee breaks, online games, meetups, and company gatherings help us stay connected across borders.</li><li><p style="border:0px solid;margin-top:0px;margin-right:0px;margin-bottom:0px;color:rgb(32,32,32);font-family:Inter, '-apple-system', 'system-ui', 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);">Learning & Growth Opportunities Access internal workshops, cross-team projects, and knowledge-sharing sessions to continuously develop your skills.</li><li><p style="border:0px solid;margin-top:0px;margin-right:0px;margin-bottom:0px;color:rgb(32,32,32);font-family:Inter, '-apple-system', 'system-ui', 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);">Modern Remote Workplace We are an ISO 27001-certified organization, maintaining high standards of security and professionalism in everything we do.</li><li><p style="border:0px solid;margin-top:0px;margin-right:0px;margin-bottom:0px;color:rgb(32,32,32);font-family:Inter, '-apple-system', 'system-ui', 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);">Tools That Empower You We provide access to modern collaboration platforms and tools that make remote teamwork smooth and effective.</li><li><p style="border:0px solid;margin-top:0px;margin-right:0px;margin-bottom:0px;color:rgb(32,32,32);font-family:Inter, '-apple-system', 'system-ui', 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);">AI Subscription (Claude) Get access to advanced AI tools to support your productivity and creativity.</li><li><p style="border:0px solid;margin-top:0px;margin-right:0px;margin-bottom:0px;color:rgb(32,32,32);font-family:Inter, '-apple-system', 'system-ui', 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);">Supportive Environment We value trust, transparency, and wellbeing, because happy people build better products.</li></ul>

1st Line Support Engineer - Remote job (Shifts: including nights & weekends) @ Openprovider

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