Tier 2 Customer Care Agent
As a Tier 2 Customer Care Agent, you are the technical problem‑solver at the heart of Team Internet’s customer support operations. This role is ideal for someone who enjoys complex challenges, takes full ownership of issues, and thrives in a fast‑moving, highly technical environment.
You’ll handle advanced customer cases that require deep investigation — from DNS behaviour and domain lifecycle anomalies to API failures and platform‑specific behaviour. You’ll work closely with Tier 1 agents, engineering, product, and registry partners to diagnose issues and deliver fast, accurate resolutions.
Beyond fixing individual cases, you’ll help improve how we work as a wider team: enhancing internal processes, strengthening organisational knowledge, reducing repeated problems, and contributing to smarter, AI‑driven tools. Fluency in German and/or French is highly valued, as it enables you to support customers in key European markets.
Key outcomes of the role
Technical Problem Solving & Escalation Handling
- 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.
Cross‑Functional Collaboration
- Work with engineering and product teams when cases require deeper technical insight.
- Support Tier 1 agents with guidance, coaching, and structured escalation workflows.
Knowledge, Documentation & Continuous Improvement
- 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.
Success Measures
- Efficient and accurate resolution of complex cases
- High first‑time resolution and strong escalation closure rates
- Reduction of repeat issues through smart fixes and documentation
- High‑quality written investigations and communication
- Positive feedback from Tier 1, engineering, and product stakeholders
- Visible contribution to operational and process improvements
About you
Technical Expertise
- 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).
Problem‑Solving & Analytical Skills
- 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.
Ways of Working & Mindset
- 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 — always looking for ways to reduce friction and elevate the customer experience.
Language Skills
- Fluency in German and/or French (highly desirable).
What's in it for you?
There are many reasons to come on board our team of talented professionals, but here are just a few…- 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