Tier 2 Customer Care Agent

• Resolve complex, non‑standard customer issues across domains, DNS, identity services, APIs, and platform behaviour
• Serve as the main escalation point from Tier 1, owning cases from start to finish
• Investigate issues deeply using API logs, EPP flows, system logs, and command‑line tools
• Diagnose advanced DNS problems including configuration conflicts, propagation issues, and registry‑specific behaviours
• Troubleshoot domain lifecycle issues across gTLDs/ccTLDs, transfers, renewals, restores, and ICANN‑related edge cases
• Work with engineering and product teams when cases require deeper technical insight
• Support Tier 1 agents with guidance, coaching, and structured escalation workflows
• Provide clear, well‑structured case documentation to help knowledge scale across the organisation
• Contribute to internal knowledge bases and AI‑powered support tools by turning real issues into reusable solutions
• Identify recurring patterns or structural gaps and feed insights into product, training, or automation initiatives

• Strong hands‑on experience in technical support within domains, hosting, SaaS, or internet infrastructure
• Deep understanding of domain processes including gTLD/ccTLD flows, transfers, registry interactions, and lifecycle behaviours
• Advanced knowledge of DNS and its behaviour in real‑world scenarios
• Experience troubleshooting APIs (REST, EPP) and interpreting logs to identify issues
• Familiarity with hosting environments (e.g., cPanel, WHM, email setup, basic database connectivity)
• Ability to work independently on highly complex issues with minimal oversight
• Strong investigative approach with a focus on root‑cause analysis
• High attention to detail and excellent written communication
• High sense of ownership and accountability for outcomes
• Calm, productive approach under pressure
• Curiosity and openness to using AI‑assisted tools to work smarter
• Continuous improvement mindset

Fluency in German and/or French

• 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