Department / Area: Technical Support / Customer
Service
Support Type: B2B, B2C, and B2B2C
Job Summary
Responsible for providing specialized technical support
within the domain registration and DNS management industry, handling
high-complexity incidents that exceed the scope of first-level support. Acts as
a technical liaison between clients, partners, and engineering teams, ensuring
accurate diagnostics, effective communication, and timely incident resolution.
Main Responsibilities
- Configure
and resolve incidents involving DNS records (A, MX, CNAME, TXT, NS).
- Manage
domain registration and transfer processes (gTLDs and ccTLDs).
- Administer
WHOIS contact details and ensure compliance with specific requirements of
various registries (ISNIC, DENIC, among others).
- Provide
support for registrar API integrations and webhook configurations.
- Validate
authentication flows (authorization codes, ownership verification).
- Diagnose
and clearly communicate technical incidents to clients, partners, and
internal teams.
Requirements
- Strong
analytical skills and a focus on root cause resolution.
- Comfort
in reading and interpreting technical documentation.
- Ability
to explain technical solutions clearly to both technical and non-technical
audiences.
- Proactive
attitude and the ability to prioritize multiple incidents under time
constraints.
- Continuous
technical curiosity and willingness to stay updated on regulatory and
technological changes in the industry.
- Adaptability
to communicate with diverse stakeholders, ranging from end users to
engineering teams and external partners.
- Strong
sense of ownership over the customer experience and initiative to propose
process and documentation improvements.
Benefits
Skills Required
- Solid to extensive experience in technical customer support, ideally within domains, hosting, SaaS, or internet infrastructure.
- Solid understanding of domain name processes including gTLDs, ccTLDs, transfers, registry interactions, and lifecycle edge cases.
- Advanced working knowledge of DNS and DNS behavior in real-world customer environments.
- Experience troubleshooting APIs, REST APIs, EPP, and interpreting API and system logs to identify failures or misconfigurations.
- Comfort working with hosting environments (cPanel, WHM), email configuration, and basic database connectivity.
- Strong written communication skills and fluency in English (spoken and written).
- Ability to work independently and productively on complex problems with high ownership.
- Willingness to contribute to documentation, knowledge bases, and AI-assisted support tooling.
- Proactive mindset toward continuous improvement, coaching Tier 1, and process optimization.
What We Do
Booth & Partners is a leading outsourcing and offshoring consulting firm that helps over 150 clients worldwide solve their talent and workspace challenges by specializing in building remote teams for startups and scaling businesses.
