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11 дней назад

Tech Support Agent - 2nd Level Support (Swiss Market)

Формат работы
onsite
Тип работы
fulltime
Грейд
junior
Английский
c1
Страна
Spain
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Tech Support Agent - 2nd Level Support (Swiss Market) (Hosting and Web Technologies): Handling complex customer incidents across domains, DNS, hosting, email, and web technologies with an accent on root-cause analysis, escalation ownership, and clear technical communication. Focus on troubleshooting DNS records, domain transfers, mail protocols, SSL/TLS, HTTP/HTTPS, WordPress, and CMS environments while supporting first-level agents and improving technical documentation.

Location: Barcelona, Spain

Company

hirify.global operates an ecosystem of hosting, domain, email, e-commerce, server hosting, compliance, marketing, and collaboration products across Europe.

What you will do

  • Handle complex customer inquiries and incidents as a second-level technical support escalation point.
  • Investigate issues systematically, perform root-cause analysis, and own cases through resolution or appropriate escalation.
  • Troubleshoot domains, DNS, domain transfers, hosting, email, SSL/TLS, HTTP/HTTPS, WordPress, and common CMS platforms.
  • Support first-level agents by sharing troubleshooting methods, best practices, and technical knowledge.
  • Create technical documentation, troubleshooting guides, and knowledge-base articles.
  • Collaborate with Customer Care, technical teams, external partners, and domain registries on projects, migrations, and service improvements.

Requirements

  • Native or equivalent-level German and fluent English are mandatory.
  • IT-related education or equivalent practical experience in technical customer support, hosting, domains, or web technologies.
  • Solid knowledge of domains, DNS, hosting, email technologies, DNS records, domain transfers, Auth-Codes, SMTP, IMAP/POP3, SPF, DKIM, and DMARC.
  • Understanding of HTTP/HTTPS, SSL/TLS, FTP/SFTP, website troubleshooting, hosting environments, control panels, WordPress, and common CMS platforms.
  • Strong analytical, troubleshooting, communication, and collaboration skills, with a structured and independent approach.

Nice to have

  • Swiss German language skills.
  • Linux and command-line, PHP, or MySQL knowledge.
  • Experience with Swiss domain registries or second-level support.
  • French or Italian language skills.

Culture & Benefits

  • Collaborative environment focused on knowledge sharing and technical autonomy.
  • Values include curiosity, reliability, customer orientation, respect, openness, and trusted collaboration.
  • Support for professional growth, learning, and internal development.
  • Inclusive workplace with a commitment to diversity and sustainability.

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