1st Line Support Engineer - Remote job (Shifts: including nights & weekends)
about the company
Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands.
We are a fully-remote organisation with more than 100 team members spread across 20+ countries. Remote working means no office, no painful commuting, and no stressful traffic - all you need is yourself, a laptop, and a cup of coffee!
A diverse and inclusive organisation, we support a healthy work/life balance and are constantly looking for new ways to help the well-being of our people. We support a flexible schedule and are 100% performance and result-oriented.
At Openprovider , we're not just a company; we're a mission-driven team dedicated to transforming the domain industry. We believe in providing a trusted digital identity to every business.
Our innovative approach is reshaping the industry from a traditional transactional model to a more customer-centric, subscription-based approach. We pay subscriptions for music, newspapers, and movies - why should domains be any different?
Come join us on our journey to create a trusted digital world.
about the role
You’ll be joining a global team of support professionals working fully remotely across multiple time zones. The department is divided into 1st line support, focused on fast, customer-facing requests, and 2nd line support, handling deeper technical investigations and more complex cases.
Our team’s priority is making customers happy by helping them solve issues through self-service and providing quick, effective solutions whenever personal assistance is needed.
This role operates on rotating shifts, including nights, weekends, and holidays, to ensure we provide 24/7 coverage. Please review the schedule carefully before applying to make sure it works for you.
Working Schedule (Bogotá Time)
First 3 months (Onboarding & Training)
Monday - Friday: 6:00 AM – 2:30 AM
After onboarding (Night Shift Rotation)
Monday–Friday: 3:00 PM – 11:30 PM
Weekend Rotational Shifts (two days off per week are maintained)
- Shift 1: 11:00 PM – 7:30 AM
- Shift 2: 7:00 AM – 3:30 PM
- Shift 3: 3:00 PM – 11:30 PM
We’re looking for a self-organised, passionate support specialist who’s hungry to learn, enjoys figuring out complicated problems, loves communicating with people, and wants to grow real technical depth.
key responsibilities
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Work in rotational shifts to provide 24/7 support to customers
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Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing system
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Following Out of Office procedures, keeping an open line of communication with the team and respecting time shifts.
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Solving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk licenses and Spamexperts
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Actively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peers
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Working closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and services
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Analyzing your day-to-day operations and processes within the department to generate ideas on manual work automation and processes improvement
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Actively learning, on your own and with the team, about our products, technologies, and tools
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Taking care of abuse request and enduser queue
what we are looking for
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Bachelor’s degree in Information Technology, or a related IT field
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1-2 years of experience in Customer Technical Support
- Fluent English and Spanish speaker.
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Excellent written and spoken communication skills.
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Proactive, polite, and empathetic in interactions with peers and customers.
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Able to express thoughts clearly with strong grammatical accuracy.
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Skilled in searching, structuring, and systematising knowledge, and documenting it effectively.
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Capable of explaining complex technical topics in simple, accessible language.
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Able to