Technical Support Representative

With our Domains, Identity & Software division, you will play a critical role at the heart of our operations. You are trusted with solving complex, high-impact customer issues, acting as the

technical backbone of our customer care organization.

This role is for people who enjoy deep problem-solving, high ownership, and tangible output. You will spend the majority of your time actively resolving cases, untangling technical challenges, and working closely with engineering, product, and registry partners to deliver fast, high-quality outcomes for our customers.

Case Resolution & Technical Escalation

• Advanced Troubleshooting: Resolve complex, non-standard customer issues related to domains, DNS, identity services, APIs, and platform behavior.
• Escalation Management: Act as the main escalation point from Tier 1, taking full ownership of cases through to resolution.
• Root Cause Analysis: Troubleshoot technical issues using API logs, EPP flows, system logs, and command-line tools, with a strong focus on finding the root cause.
• DNS Management: Diagnose and resolve advanced DNS issues, including zone configuration, propagation problems, record conflicts, and registry-specific behavior.
• Domain Lifecycle Management: Investigate domain lifecycle issues across gTLDs, ccTLDs, transfers, renewals, restores, and migrations, including ICANN-related edge cases.
• Cross-Functional Collaboration: Support software and platform-related issues, working closely with engineering and product teams where deeper investigation is required.

Experience & Technical Skills Required:

• C1 English level is a MUST!
• Technical Support: Solid extensive experience in technical customer support, ideally within domains, hosting, SaaS, or internet infrastructure.
• Domain Expertise: Solid understanding of domain name processes, including gTLDs, ccTLDs, transfers, registry interactions, and lifecycle edge cases. (Preferred)
• DNS Knowledge: Advanced working knowledge of DNS and how it behaves in real-world customer environments. (Preferred)
• API & Logging Protocols: Experience troubleshooting APIs, Rest APIs, EPP, and interpreting logs to identify failures or misconfigurations. (Preferred)

Benefits

• Prepaid medicine
• Life insurance
• Birthday day off

Conditions:

• Indefinite-term labor contract with full legal benefits
• Work from home!
• Salary: 3.281.000 COP