{"id":1007,"date":"2026-08-27T09:00:00","date_gmt":"2026-08-27T08:00:00","guid":{"rendered":"https:\/\/www.carefront.co.uk\/apply\/careers\/job\/tier-2-technical-support-representative\/"},"modified":"2026-08-27T09:00:00","modified_gmt":"2026-08-27T08:00:00","slug":"tier-2-technical-support-representative","status":"publish","type":"job_listing","link":"https:\/\/www.carefront.co.uk\/apply\/careers\/job\/tier-2-technical-support-representative\/","title":{"rendered":"Tier 2 Technical Support Representative"},"content":{"rendered":"<h4>About the Role<\/h4>\n<p>Our Tier 2 Technical Support team is where the more involved problems land \u2014 the tickets that can\u2019t be answered from a script and need genuine investigation.<\/p>\n<p>You\u2019ll 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.<\/p>\n<p>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.<\/p>\n<p>As with every role here, attitude matters as much as knowledge. We want people who take ownership, communicate clearly and care about the customer\u2019s outcome \u2014 not just closing the ticket.<\/p>\n<h4>What You\u2019ll Be Doing<\/h4>\n<ul>\n<li>Own technical escalations from Tier 1 across domains, DNS, hosting, SSL and email<\/li>\n<li>Diagnose DNS issues in depth \u2014 propagation, nameserver delegation, DNSSEC and DS records<\/li>\n<li>Troubleshoot mail flow and deliverability \u2014 MX, SPF, DKIM, DMARC and common email problems<\/li>\n<li>Manage inbound and outbound domain transfers, auth\/EPP codes, registrar locks and transfer disputes<\/li>\n<li>Handle registrant contact changes, WHOIS\/RDAP data and verification requirements<\/li>\n<li>Investigate hosting issues \u2014 cPanel, web server errors, databases, and SSL\/TLS installation and renewal<\/li>\n<li>Reproduce faults and raise clear, well-documented reports to Tier 3 and Engineering<\/li>\n<li>Liaise with registries and upstream providers where an issue sits beyond our platform<\/li>\n<li>Keep customers informed and in safe hands while their issue is being worked<\/li>\n<li>Maintain and improve internal runbooks and the customer knowledge base<\/li>\n<li>Support and coach Tier 1 colleagues, and feed recurring issues back into training<\/li>\n<li>Uphold account security, customer verification and change-control processes<\/li>\n<\/ul>\n<h4>What We\u2019re Looking For<\/h4>\n<h5>Essential<\/h5>\n<ul>\n<li>Solid hands-on experience supporting domains, DNS and web hosting<\/li>\n<li>Confident troubleshooting DNS record types \u2014 A, AAAA, CNAME, MX, TXT, SRV, CAA \u2014 and a working understanding of DNSSEC<\/li>\n<li>A good grasp of the registrar\/registry model, the domain lifecycle, transfers and EPP\/auth codes<\/li>\n<li>Experience with cPanel or a similar hosting control panel<\/li>\n<li>SSL\/TLS certificate installation and troubleshooting<\/li>\n<li>Email deliverability fundamentals (SPF, DKIM, DMARC, MX)<\/li>\n<li>Excellent written and spoken English and a calm, methodical approach to problem-solving<\/li>\n<li>The ability to explain technical detail clearly to non-technical customers<\/li>\n<li>Comfortable owning complex tickets end to end in a fully remote team<\/li>\n<li>Someone who takes ownership rather than passing problems along<\/li>\n<\/ul>\n<h5>Nice to Have<\/h5>\n<p>You don\u2019t need all of this, but any of the following would be useful:<\/p>\n<ul>\n<li>WHOIS \/ RDAP and a working awareness of ICANN policy<\/li>\n<li>gTLD and ccTLD specifics, and registry-specific rules<\/li>\n<li>Comfort on the Linux command line (dig, whois, openssl, curl)<\/li>\n<li>WordPress troubleshooting<\/li>\n<li>Experience with Zendesk or a similar ticketing platform<\/li>\n<li>Previous experience within a registrar, hosting company, ISP or other technology business<\/li>\n<\/ul>\n<h4>What Great Looks Like<\/h4>\n<p>Great Tier 2 support is about getting to the real root of a problem and making sure it\u2019s genuinely fixed \u2014 not just deflected. You\u2019ll be someone who:<\/p>\n<ul>\n<li>Investigates properly and looks beyond the obvious symptom<\/li>\n<li>Takes ownership of an escalation and sees it through<\/li>\n<li>Documents findings clearly so the next person doesn\u2019t start from scratch<\/li>\n<li>Knows when to escalate to Tier 3, Engineering or the registry, with the right information attached<\/li>\n<li>Makes Tier 1 better by sharing knowledge generously<\/li>\n<li>Keeps the customer informed and reassured throughout<\/li>\n<\/ul>\n<h4>Working Hours<\/h4>\n<p>This is a full-time, 40-hour-per-week role, normally worked across five days.<\/p>\n<p>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.<\/p>\n<h4>What We Offer<\/h4>\n<p>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:<\/p>\n<ul>\n<li>28 days of paid annual leave every year, plus local public holidays<\/li>\n<li>Your local statutory holiday entitlement where this is greater<\/li>\n<li>Your birthday off, fully paid, every year<\/li>\n<li>Separate paid sick leave, so being unwell doesn\u2019t eat into your holiday allowance<\/li>\n<li>Additional paid wellbeing or personal days<\/li>\n<li>Company-funded healthcare or private medical cover, appropriate to your country<\/li>\n<li>Pension, provident fund or retirement contributions appropriate to your location<\/li>\n<li>All statutory local employment benefits in addition to our company benefits<\/li>\n<li>Company-provided laptop, headset and equipment required to do your job properly<\/li>\n<li>Support towards your home internet or remote-working costs<\/li>\n<li>Comprehensive paid onboarding and technical training<\/li>\n<li>Ongoing training and development, plus an annual learning and professional development budget<\/li>\n<li>Support towards relevant professional or technical certifications<\/li>\n<li>Enhanced parental, compassionate and bereavement leave<\/li>\n<li>Regular salary and career development reviews<\/li>\n<li>A genuinely remote-first working environment<\/li>\n<\/ul>\n<p>Where local legislation provides a greater entitlement than our standard package, the greater local entitlement will always apply.<\/p>\n<h4>Career Development<\/h4>\n<p>Tier 2 is a natural stepping stone. We\u2019ll actively support development into areas such as Tier 3 Technical Support, Domain Operations, Hosting &amp; Infrastructure, Quality Assurance, Training, Customer Success and Team Leadership \u2014 or deeper technical specialisation if that\u2019s where your interests lie.<\/p>\n<h4>A Final Word<\/h4>\n<p>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\u2019d love to hear from you.<\/p>\n","protected":false},"author":1,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"Fully Remote (India, Philippines or EU)","_application":"https:\/\/www.carefront.co.uk\/apply\/?role=tier-2-technical-support-representative#apply","_company_name":"CareFront","_company_website":"https:\/\/www.carefront.co.uk","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":1,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job-categories":[9],"job-types":[2],"class_list":["post-1007","job_listing","type-job_listing","status-publish","hentry","job-type-full-time"],"_links":{"self":[{"href":"https:\/\/www.carefront.co.uk\/apply\/careers\/wp-json\/wp\/v2\/job-listings\/1007","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.carefront.co.uk\/apply\/careers\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/www.carefront.co.uk\/apply\/careers\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/www.carefront.co.uk\/apply\/careers\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/www.carefront.co.uk\/apply\/careers\/wp-json\/wp\/v2\/media?parent=1007"}],"wp:term":[{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/www.carefront.co.uk\/apply\/careers\/wp-json\/wp\/v2\/job-categories?post=1007"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/www.carefront.co.uk\/apply\/careers\/wp-json\/wp\/v2\/job-types?post=1007"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}