Tier 3 Support & Infrastructure Engineer

About the Role

Tier 3 is the deepest technical tier in the business — the final escalation point for Tier 2 and the people who keep our registrar and hosting platform running.

This is a hands-on backend and systems engineering role. You’ll work across our EPP integrations with domain registries, our provisioning APIs, and the Linux, DNS and hosting infrastructure that everything runs on.

You’ll resolve the hardest, most systemic customer-impacting issues, and — just as importantly — improve the platform so those issues don’t come back. It’s a role for someone who’s equally comfortable debugging a live incident and writing the automation that prevents the next one.

What You’ll Be Doing

• Act as the final escalation point for complex, systemic or platform-level issues from Tier 2
• Build and maintain EPP integrations with domain registries — provisioning, renewals, transfers and poll-message handling
• Develop and support the internal and external APIs and automation behind domain and hosting provisioning
• Administer Linux servers and our DNS infrastructure — authoritative and recursive, including DNSSEC signing and zone automation
• Support the wider hosting stack — web servers, mail, databases and control panels
• Lead incident response, perform root-cause analysis and write clear post-incident reviews
• Improve observability, monitoring, alerting and capacity planning across the platform
• Automate operational tasks and reduce manual toil through scripting and infrastructure-as-code
• Work with registries, RDAP/WHOIS services and upstream providers on protocol-level issues
• Uphold security, access control and change management, and support audits
• Mentor Tier 1 and Tier 2, and maintain strong engineering documentation

What We’re Looking For

Essential

• Strong Linux system administration experience
• Solid scripting or programming skills for automation and integrations (e.g. Python, Bash; PHP or Go a plus)
• Deep DNS knowledge including DNSSEC, authoritative and recursive resolution, and common software (BIND, PowerDNS or Knot)
• A working understanding of the EPP protocol and the registry/registrar provisioning model
• Experience building or consuming REST and/or XML APIs
• Networking fundamentals — TCP/IP, TLS, HTTP, SMTP
• Incident response and root-cause analysis experience
• Clear written communication and the ability to document systems well
• Comfortable working in a remote, on-call-capable engineering team

Nice to Have

You won’t have all of this, but any of the following would stand out:

• Hands-on EPP client or registry integration experience (e.g. Verisign, Nominet, CentralNic / Identity Digital)
• RDAP / WHOIS implementation experience
• Web hosting stack internals — cPanel/WHM, Apache/Nginx, PHP, MySQL, Exim/Dovecot
• Infrastructure as code (Terraform, Ansible), containers and CI/CD
• Cloud platforms (AWS, GCP or Azure) and monitoring stacks (Prometheus, Grafana)
• Databases and confident SQL
• Awareness of ICANN and registry policy and compliance requirements

What Great Looks Like

Great Tier 3 engineering is measured as much by what stops breaking as by what you fix. You’ll be someone who:

• Digs to the true root cause and fixes the system, not just the symptom
• Automates the repetitive and designs out recurring failure
• Stays calm and methodical during incidents and communicates clearly
• Writes documentation and runbooks the rest of the team can rely on
• Balances long-term platform health with the customer waiting right now
• Raises the technical bar for Tier 1 and Tier 2 around them

Working Hours

This is a full-time, permanent role, normally worked Monday to Friday.

As we run a platform customers depend on around the clock, this role participates in an on-call rota for platform incidents. On-call and any out-of-hours work is compensated in accordance with company policy and local employment requirements, and rota expectations will be made clear during the recruitment process.

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

This role opens paths into Senior or Lead Engineering, Site Reliability and Platform Engineering, Domain Operations and technical leadership. We’ll support the depth or breadth you want to build.

A Final Word

If you like owning hard technical problems end to end, take satisfaction in a platform that just works, and want your fixes to outlast the ticket that prompted them, we’d love to hear from you.