Junior 1st Line Support Engineer

About The Company 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 We are a diverse and inclusive organisation that supports a healthy work/life balance and a flexible schedule. We are 100% performance and result-oriented. We’re mission-driven to transform the domain industry and provide a trusted digital identity to every business. Our approach is to move from a traditional transactional model to a customer-centric, subscription-based approach. Come join us on our journey to create a trusted digital world. About The Role 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 (fast, customer-facing requests) and 2nd line support (deeper technical investigations and more complex cases). Our priority is making customers happy by helping them solve issues through self-service and providing quick, effective solutions whenever personal assistance is needed. Right now, we’re heavily focused on: Building and maintaining a high-quality Knowledge Base (KCS/KCS-driven) Developing self-service tools for both customers and internal teams Growing technical expertise to handle increasingly sophisticated tasks This role operates on rotating shifts, including nights, weekends, and holidays, to ensure we provide 24/7 coverage. This role is ideal for recent graduates who are eager to begin their career in the IT industry and gain hands-on experience in a supportive, fully remote environment. We’re looking for a self-organised, passionate support specialist who’s hungry to learn, enjoys solving complicated problems, loves communicating with people, and wants to grow real technical depth. Key Responsibilities Work in rotational shifts to provide 24/7 support to customers Provide excellent quality of service to customers and solve their problems effectively via phone, chat and ticketing system Follow Out of Office procedures, keep an open line of communication with the team and respect time shifts Solve a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk/Virtuozzo licenses and Spamexperts Actively use, maintain and improve our knowledge base, making it a single point of truth for customers and peers Work closely with other departments around the world to solve customers' problems effectively and improve the quality of our products and services Analyze day-to-day operations and processes to generate ideas for automation and process improvement Actively learn, on your own and with the team, about our products, technologies, and tools Take care of abuse requests and end-user queue What We Are Looking For Bachelor’s degree in Information Technology, or a related IT field Fluent English and Spanish 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 Nice to have 1-2 years of experience in Customer Technical Support Solid SSL expertise — processes, validations, errors, and troubleshooting Familiarity with rare TLD processes and lifecycle handling 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 What We Offer 100% Remote Work: Work from anywhere in the world - we’re a fully remote company with no mandatory office presence Working Hours: First two months align with European business hours, 9:00 AM – 5:30 PM CET, Monday to Friday After onboarding: Transition to night and rotational shifts Monday–Friday: 9:00 PM – 5:30 AM CET Weekends (rotational): Shift 1: 5:00 AM – 1:30 PM CET; Shift 2: 1:00 PM – 9:30 PM CET; Shift 3: 9:00 PM – 5:30 AM CET Paid Time Off & Sick Leave: We encourage rest and recovery — take time to recharge when needed Quarterly & Annual Reviews: Transparent performance conversations with space to grow, learn, and progress Global Team Culture: Collaborate with open-minded colleagues from over 25 countries - we value diversity and inclusion Regular Online & Offline Events: Virtual coffee breaks, online games, meetups, and company gatherings Learning & Growth Opportunities: Internal workshops, cross-team projects, and knowledge-sharing sessions Modern Remote Workplace: ISO 27001-certified organization ensuring high standards of security and professionalism Tools That Empower You: Access to top collaboration tools and platforms for remote teamwork Supportive Environment: A culture that values trust, transparency, and wellbeing About Us Openprovider is a wholesaler of domains and internet security products. We provide a platform for domain resellers to manage large numbers of domain names at an affordable price. Our people always come first for us - including customers and colleagues. We pride ourselves on collaboration, flexible work culture, and a result-oriented approach. We have been fully remote since 2020, with 110+ employees across 20+ countries and 4 continents, and we regularly connect through online and offline events. #J-18808-Ljbffr