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 with Tier 1, engineering, product, and registry partners to deliver fast, high-quality outcomes for our customers.
Beyond resolving individual tickets, Tier 2 agents help raise the bar: improving processes, strengthening technical knowledge across the organization, and reducing repeat issues through smart fixes and clear documentation.

Primary Responsibilities
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.
Continuous Improvement & Knowledge Sharing Process Optimization: Proactively identify patterns, recurring problems, or structural gaps and feed these back into product, engineering, training, or automation initiatives.
Documentation: Maintain clear, high-quality case documentation that enables learnings to scale beyond the ind

📌 Customer Support (Colombia)
🏢 Booth and Partners Pte
📍 Colombia