1st Line Support Engineer – Shifts: Including Nights & Weekends

This is a fully remote position, open to applicants in India.

📋 Description

• Provide 24/7 customer support by working rotational shifts.

• Deliver exceptional customer service and address customer inquiries through phone, chat, and a ticketing system.

• Adhere to Out of Office protocols and ensure effective communication with the team across different shifts.

• Utilize internal tools to manage tasks related to SSL certificates, domains, Plesk licenses, and SpamExperts.

• Enhance and maintain the knowledge base as a definitive resource for customers and colleagues.

• Collaborate with global departments to troubleshoot customer issues and enhance products and services.

• Evaluate daily operations and processes to discover opportunities for automation and improvements.

• Engage in independent and collaborative learning about products, technologies, and tools.

• Manage abuse requests and oversee the end-user queue.

⛳️ Requirements

• A Bachelor’s degree in Information Technology or a related IT discipline.

• 1–2 years of experience in Customer Technical Support.

• Proficient English speaker.

• Outstanding written and verbal communication skills.

• Strong grammatical accuracy with a clear expression of ideas.

• Proficient in researching, structuring, systematizing, and documenting knowledge.

• Capability to simplify complex technical subjects into accessible language.

• Ability to work independently without direct supervision.

• Passion for continually acquiring new skills and technologies.

• Knowledge of mail servers, filters, SpamExperts, and spam management.

• Basic understanding of APIs and request flows.

• Familiarity with Excel and MS Office applications.

• Ability to maintain concentration in a remote-first work environment.

• Willingness to participate in team meetings and company events when possible.

• Flexibility to work rotational shifts, including nights, weekends, and holidays.

• Nice to have: solid expertise in SSL, including processes, validations, errors, and troubleshooting.

• Nice to have: advanced knowledge of Excel and experience with reports and data exports.

• Nice to have: ability to meet SLA targets and perform under pressure.

• Nice to have: understanding of nameservers, DNS, and DNSSEC.

🏝️ Benefits

• 100% remote work with no requirement for office presence.

• 31 working days of paid time off plus 5 company-wide public holidays.

• Quarterly and annual performance evaluations with opportunities for career advancement.

• A diverse and inclusive global team culture.

• Regular online social events, virtual coffee breaks, online games, meetups, and company gatherings.

• Internal workshops, cross-department projects, and knowledge-sharing sessions.

• Modern collaboration platforms and tools.

• Subscription to Claude AI.

• A supportive environment emphasizing trust, transparency, and well-being.

• Flexible working hours.

• Support for work/life balance.

• Provision of a laptop and necessary work tools.