About the company
Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands. Now we are a team of 80+ people, working fully remotely from all over the world. All Openprovider employees work on a fully remote basis and without any geographical limitations. You don’t have to go to the office each day and deal with traffic or painful commutes. All you need is yourself, a laptop, and a cup of coffee. We support a healthy work/life balance and constantly strive to improve this aspect more and more every day. We support a flexible schedule and are 100% performance and result-oriented. Thanks to a combination of experience and expertise, we enable data-driven decision-making.
About the team
We're a team of support professionals located across the globe, and split into 1st line (mostly busy with quick, customer-facing tasks) and 2nd line (doing more lengthy technical 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.
About the role
We're looking for a self-organised, passionate 2nd Line Support Engineer, who is hungry to learn, figure out complicated things, who loves communicating with people, and wants to grow technical expertise. You`ll be handling and solving 2nd line support tickets and preparing issues for software developers to work on.
Mission
Growing Openprovider as a self-service platform through documentation, automation, and processes for internal and external customers.
Goals
Solving customers’ problems effectively and conserving 1st line team’s time through automated solutions and workarounds
Reducing Development team’s workload by solving what is possible and describing the rest
Bridging communications between the two 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 Development team
Investigate, assess, describe, prioritise and systematise 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
Process tasks created by other departments in the 2nd Line JIRA board (ESCAL8SUPP)
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 clear, timely and comprehensive manner
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