Tier 2 Technical Support Representative

About the Role

Our Tier 2 Technical Support team is where the more involved problems land — the tickets that can’t be answered from a script and need genuine investigation.

You’ll be the escalation point for our Tier 1 Customer Care team, taking ownership of deeper domain, DNS, hosting, SSL and email issues, resolving them properly, and helping Tier 1 grow along the way.

This role suits someone who already understands how domains, DNS and hosting fit together, enjoys getting to the bottom of a problem, and knows when an issue genuinely needs Tier 3, Engineering or the registry.

As with every role here, attitude matters as much as knowledge. We want people who take ownership, communicate clearly and care about the customer’s outcome — not just closing the ticket.

What You’ll Be Doing

• Own technical escalations from Tier 1 across domains, DNS, hosting, SSL and email
• Diagnose DNS issues in depth — propagation, nameserver delegation, DNSSEC and DS records
• Troubleshoot mail flow and deliverability — MX, SPF, DKIM, DMARC and common email problems
• Manage inbound and outbound domain transfers, auth/EPP codes, registrar locks and transfer disputes
• Handle registrant contact changes, WHOIS/RDAP data and verification requirements
• Investigate hosting issues — cPanel, web server errors, databases, and SSL/TLS installation and renewal
• Reproduce faults and raise clear, well-documented reports to Tier 3 and Engineering
• Liaise with registries and upstream providers where an issue sits beyond our platform
• Keep customers informed and in safe hands while their issue is being worked
• Maintain and improve internal runbooks and the customer knowledge base
• Support and coach Tier 1 colleagues, and feed recurring issues back into training
• Uphold account security, customer verification and change-control processes

What We’re Looking For

Essential

• Solid hands-on experience supporting domains, DNS and web hosting
• Confident troubleshooting DNS record types — A, AAAA, CNAME, MX, TXT, SRV, CAA — and a working understanding of DNSSEC
• A good grasp of the registrar/registry model, the domain lifecycle, transfers and EPP/auth codes
• Experience with cPanel or a similar hosting control panel
• SSL/TLS certificate installation and troubleshooting
• Email deliverability fundamentals (SPF, DKIM, DMARC, MX)
• Excellent written and spoken English and a calm, methodical approach to problem-solving
• The ability to explain technical detail clearly to non-technical customers
• Comfortable owning complex tickets end to end in a fully remote team
• Someone who takes ownership rather than passing problems along

Nice to Have

You don’t need all of this, but any of the following would be useful:

• WHOIS / RDAP and a working awareness of ICANN policy
• gTLD and ccTLD specifics, and registry-specific rules
• Comfort on the Linux command line (dig, whois, openssl, curl)
• WordPress troubleshooting
• Experience with Zendesk or a similar ticketing platform
• Previous experience within a registrar, hosting company, ISP or other technology business

What Great Looks Like

Great Tier 2 support is about getting to the real root of a problem and making sure it’s genuinely fixed — not just deflected. You’ll be someone who:

• Investigates properly and looks beyond the obvious symptom
• Takes ownership of an escalation and sees it through
• Documents findings clearly so the next person doesn’t start from scratch
• Knows when to escalate to Tier 3, Engineering or the registry, with the right information attached
• Makes Tier 1 better by sharing knowledge generously
• Keeps the customer informed and reassured throughout

Working Hours

This is a full-time, 40-hour-per-week role, normally worked across five days.

As we support customers internationally, working patterns may vary depending on the team and region. Any shift, weekend or out-of-hours requirements will be made clear during the recruitment process, with enhanced compensation or allowances for unsociable shifts where applicable.

What We Offer

We want to build a team made up of genuinely exceptional people, and that means offering more than simply a salary. Our proposed benefits package includes:

• 28 days of paid annual leave every year, plus local public holidays
• Your local statutory holiday entitlement where this is greater
• Your birthday off, fully paid, every year
• Separate paid sick leave, so being unwell doesn’t eat into your holiday allowance
• Additional paid wellbeing or personal days
• Company-funded healthcare or private medical cover, appropriate to your country
• Pension, provident fund or retirement contributions appropriate to your location
• All statutory local employment benefits in addition to our company benefits
• Company-provided laptop, headset and equipment required to do your job properly
• Support towards your home internet or remote-working costs
• Comprehensive paid onboarding and technical training
• Ongoing training and development, plus an annual learning and professional development budget
• Support towards relevant professional or technical certifications
• Enhanced parental, compassionate and bereavement leave
• Regular salary and career development reviews
• A genuinely remote-first working environment

Where local legislation provides a greater entitlement than our standard package, the greater local entitlement will always apply.

Career Development

Tier 2 is a natural stepping stone. We’ll actively support development into areas such as Tier 3 Technical Support, Domain Operations, Hosting & Infrastructure, Quality Assurance, Training, Customer Success and Team Leadership — or deeper technical specialisation if that’s where your interests lie.

A Final Word

If you enjoy untangling technical problems, take pride in a proper fix, and believe great support means leaving the customer better off than you found them, we’d love to hear from you.