About the company Openprovider is a wholesaler of domains, extensions, Plesk licenses, and other flexible solutions through our user-friendly, fully automated platform. The company was founded in 2004 in Rotterdam, Netherlands. Now we are a team of 60 people, we have offices in the Netherlands, Spain, Russia, and India.
At Openprovider we love IT in everything we do. Our why reflects this: Do what you enjoy, and we automate the rest Customers notice this by giving us high grades & long-term partnerships. In the past years, we have been growing significantly year on year becoming one of the largest domain & SSL wholesalers in Europe.
About the team We’re a team of support professionals located across the globe in the Netherlands, Spain, Bulgaria, and Russia, split into 1st line (mostly busy with quick, customer-facing tasks) and 2nd line (doing more lengthy techy things). We’re making our customers happy by ensuring they can solve issues themselves through self-service and providing them fast and effective solutions where needed. Our main job now is building the Knowledge Base, developing self-service tools for ourselves and customers, as well as growing our people’s expertise to tackle more complex tasks on support level.
We’re looking for a self-organized, passionate support specialist, who is hungry to learn, figure out complicated things, loves communicating with people, and want to grow technical expertise About the role of 2nd Line Support Engineer The main goal: Growing Openprovider as a self-service platform through documentation, automation, and processes for internal and external customers Expected results: Solving customers’ problems effectively and conserving 1st line’s time thorough automated solutions and workarounds Reducing Dev team’s workload through solving what possible and describing the rest Bridging communications between 3 lines of support Creating, documenting, managing, and improving processes Key responsibilities : Work with issues too technical for the 1st line Solve issues too simple for the Dev team Investigate, assess, describe, prioritize and systematize issues for further escalation Reduce manual work by creating automation scripts / SQL queries / Support tools Technical ownership of Admin control panel Document solutions and workarounds in Confluence / KB Educate 1st line on issues they can solve themselves Improve support workflow by introducing new and improving existing processes and methodologies Communications: Manage 1st line’s expectations in regards to escalated issues Assess, process, and relay 1st line’s pains and struggles to the Dev team, translating the impact accurately Filter information received from the 1st line and translate only the necessary to the Dev team Translate information from the Dev team to the 1st line in a clear, timely, and comprehensive manner Requirements: Good written and spoken English and Russian Knowledge of Linux Knowledge of SQL Understanding of contemporary support methodologies and processes (ITIL, KCS, etc.) Experience in reading and searching logs Nice to have: Programming experience (ideally PHP) Understanding of the hosting and domain name industry Your tools will be : Atlassian stack (JIRA, Confluence, Bitbucket) Zendesk Help Center & Guide Our in-house toolset and panels logs, MySQL, PHP Working conditions: – Full-time position, 40 hours/week – Office in Novosibirsk/Saint Petersburg or fully remote work – Annual bonus
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