As a Tier 2 Customer Care Agent, you 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 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

- Resolve complex, non-standard customer issues related to domains,
- DNS, identity services, APIs, and platform behaviour.
- Act as the main escalation point from Tier 1, taking full ownership of cases through to resolution.
- Troubleshoot technical issues using API logs, EPP flows, system logs, and command-line tools, with a strong focus on root cause.
- Diagnose and resolve advanced DNS issues, including zone configuration, propagation problems, record conflicts, and registry-specific behavior.
- Investigate domain lifecycle issues across gTLDs, ccTLDs, transfers, renewals, restores, and migrations, including ICANN-related edge cases.




- Support software and platform-related issues, working closely with engineering and product teams where deeper investigation is required.
- Proactively identify patterns, recurring problems, or structural gaps and feed these back into product, engineering, training, or automation initiatives.
- Maintain clear, high-quality case documentation that enables learnings to scale beyond the individual ticket.
- Contribute to internal knowledge bases and AI-driven support tooling by turning real customer issues into reusable solutions.
- Support Tier 1 agents through guidance, informal coaching, and clear escalation handling, helping raise overall team capability.

Success is measured by

- Complex cases resolved efficiently and correctly
- Strong first-time resolution and escalation closure rates
- Reduction in repeat issues through clear fixes and documentation
- Quality and clarity of technical investigations and written responses
- Positive feedback from Tier 1, engineering, and product stakeholders
- Contribution to operational improvements, not just ticket throughput

Benefits Monthly Gross Salary 3'281.000

Prepaid Medicine: Your health is our priority!

Life Insurance: Peace of mind for you and your loved ones!

Birthday Day Off: Celebrate your special day YOUR way!

Indefinite-Term Labor Contract: Stability and all legal benefits included!

📌 Customer Technical Support (Colombia)
🏢 Booth u0026 Partners
📍 Colombia