Job Description

Description

As a Tier 2 Customer Care Agent, you'll be the go-to expert for advanced technical support, tackling complex challenges in domain management, DNS configurations, and web hosting. In this role, you'll deliver solutions that keep businesses online and secure. For Senior Tier 2 agents, the scope expands to leadership in process optimization, cross-functional collaboration, and driving technical excellence across our global support operations.

Key outcomes of the role

Primary Responsibilities

Provide advanced technical support for domain registration, DNS management, and related services. Collaborate with Tier 1 agents to handle escalations and ensure timely resolution of customer issues. Diagnose and troubleshoot technical problems using API logs, system logs, and command-line tools. Resolve DNS-related issues, including zone management and record modifications. Troubleshoot hosting-related issues, including file management, database connectivity, and email configurations. Document all technical resolutions in the ticketing system.

Knowledge and Skills

Strong understanding of APIs, RestAPI, and EPP protocols. Proficiency in DNS concepts, hosting environments, and web technologies. Ability to analyze and interpret system and API logs. Strong problem-solving skills with a focus on root-cause analysis.

About you

Have a passion for being a customer care agent Bring demonstrable experience in API development or DNS management Enjoy a fast-paced environment Be able to understand our products Be curious, research, and ask questions Be result and target driven Demonstrate excellent communication skills, both oral and in writing Have exceptional organisational skills and attention to detail Be a creative thinker, always thinking "how can we" Show a strong desire to succeed and make a difference

Experience and skills that will help you succeed

Excellent problem-solving skills and the ability to work independently Self-motivated and able to work with minimal supervision, demonstrating initiative and leadership in driving improvements

What's in it for you?

There are many reasons to come on board our team of talented professionals, but here are just a few...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.

If you need assistance completing an application for a position with us or need us to make any reasonable adjustments, please reach out to our Recruiting Team at talent@teaminternet.com

About Team Internet

We are Team Internet. As a leading global internet solutions group, we're transforming the way businesses, brands, publishers, and consumers connect in the online world.

Combining innovative digital businesses and products with passionate and talented people, our vision is to create meaningful and successful connections: businesses to domains, brands to consumers, publishers to advertisers and beyond, enabling everyone to realise their digital ambitions. Discover more about our vision and values.



Whether it's buying, selling, or registering domains, running an online business, securing online brands, monetising domains, or optimising digital marketing and product comparison activity - we've got you covered.

Team Internet is committed to building a better world. Through our ESG strategy we think beyond profit and take into account our broader impact on the environment, society, and ethical practices. This way, we can create a more sustainable and responsible approach to our operations, which brings positive outcomes for both the company and the world around us.

Headquartered in London and with exceptional people the world over, Team Internet has been recognised in the FT1000 list as one of the top-50 fastest-growing tech companies in Europe and has also been included in the FTSE AIM UK 50 and AIM 100.

We are Team Internet. We are the architects of a better-connected world.

Our hiring process

Stage 1:

Applied

Stage 2:

Review

Stage 3:

Initial Phone Screen

Stage 4:

1st Interview

Stage 5:

Final Interview

Stage 6:

Hired