1st Line Support Engineer - Remote job (Shifts: including nights & weekends)

About this role

Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands.

We are a fully-remote organisation with more than 100 team members spread across 20+ countries. Remote working means no office, no painful commuting, and no stressful traffic - all you need is yourself, a laptop, and a cup of coffee!

A diverse and inclusive organisation, we support a healthy work/life balance and are constantly looking for new ways to help the well-being of our people. We support a flexible schedule and are 100% performance and result-oriented.

At Openprovider, we're not just a company; we're a mission-driven team dedicated to transforming the domain industry. We believe in providing a trusted digital identity to every business.

Our innovative approach is reshaping the industry from a traditional transactional model to a more customer-centric, subscription-based approach. We pay subscriptions for music, newspapers, and movies - why should domains be any different?

Come join us on our journey to create a trusted digital world.

You’ll be joining a global team of support professionals working fully remotely across multiple time zones. The department is divided into 1st line support, focused on fast, customer-facing requests, and 2nd line support, handling deeper technical investigations and more complex cases.
Our team’s priority is making customers happy by helping them solve issues through self-service and providing quick, effective solutions whenever personal assistance is needed.

This role operates on rotating shifts, including nights, weekends, and holidays, to ensure we provide 24/7 coverage. Please review the schedule carefully before applying to make sure it works for you.

Working Schedule (Bogotá Time)
First 3 months (Onboarding & Training)
Monday - Friday: 6:00 AM – 2:30 AM
After onboarding (Night Shift Rotation)
Monday–Friday: 3:00 PM – 11:30 PM
Weekend Rotational Shifts (two days off per week are maintained)

• Shift 1: 11:00 PM – 7:30 AM

• Shift 2: 7:00 AM – 3:30 PM

• Shift 3: 3:00 PM – 11:30 PM
We’re looking for a self-organised, passionate support specialist who’s hungry to learn, enjoys figuring out complicated problems, loves communicating with people, and wants to grow real technical depth.

• Work in rotational shifts to provide 24/7 support to customers

• Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing system

• Following Out of Office procedures, keeping an open line of communication with the team and respecting time shifts.

• Solving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk licenses and Spamexperts

• Actively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peers

• Working closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and services

• Analyzing your day-to-day operations and processes within the department to generate ideas on manual work automation and processes improvement

• Actively learning, on your own and with the team, about our products, technologies, and tools

• Taking care of abuse request and enduser queue

• Bachelor’s degree in Information Technology, or a related IT field

• 1-2 years of experience in Customer Technical Support

• Fluent English and Spanish speaker.

• Excellent written and spoken communication skills.

• Proactive, polite, and empathetic in interactions with peers and customers.

• Able to express thoughts clearly with strong grammatical accuracy.

• Skilled in searching, structuring, and systematising knowledge, and documenting it effectively.

• Capable of explaining complex technical topics in simple, accessible language.

• Able to work autonomously without direct supervision.

• Enthusiastic and eager to continuously learn new skills and technologies.

• Great team player with a good sense of humour.

• Understanding of mail servers, filters, SpamExperts/Spam handling.

• Basic API literacy and understanding of request flows.

• Comfortable attending team meetings and company events when available.

• Practical knowledge of Excel and MS Office tools.

• Able to maintain focus while working in a remote-first environment.

• Solid SSL expertise: processes, validations, errors, and troubleshooting.

• Proper knowledge of Excel and ability to work with reports and data exports.

• Able to adhere to SLA targets and perform under pressure.

• Knowledge of Nameservers, DNS, DNSSEC.

• 100% Remote Work
Work from anywhere in the world: we’re a fully remote company with no mandatory office presence.

• Generous Time Off
Enjoy 31 working days of PTO, plus 5 company-wide public holidays.

• Quarterly & Annual Reviews
Transparent performance conversations with clear opportunities to grow, learn, and progress in your career.

• Global Team Culture
Collaborate with open-minded colleagues from 25+ countries in a diverse and inclusive environment.

• ☕ Regular Online Social Activities
Virtual coffee breaks, online games, meetups, and company gatherings help us stay connected across borders.

• Learning & Growth Opportunities
Access internal workshops, cross-team projects, and knowledge-sharing sessions to continuously develop your skills.

• Modern Remote Workplace
We are an ISO 27001-certified organization, maintaining high standards of security and professionalism in everything we do.

• Tools That Empower You
We provide access to modern collaboration platforms and tools that make remote teamwork smooth and effective.

• AI Subscription (Claude)
Get access to advanced AI tools to support your productivity and creativity.

• Supportive Environment
We value trust, transparency, and wellbeing, because happy people build better products.