[Hiring] Customer Support L2 - October @Booth and Partners Pte Ltd

Role Description

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 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

• Case Resolution & Technical Escalation
  • Advanced Troubleshooting: Resolve complex, non-standard customer issues related to domains, DNS, identity services, APIs, and platform behavior.
  • Escalation Management: Act as the main escalation point from Tier 1, taking full ownership of cases through to resolution.
  • Root Cause Analysis: Troubleshoot technical issues using API logs, EPP flows, system logs, and command-line tools, with a strong focus on finding the root cause.
  • DNS Management: Diagnose and resolve advanced DNS issues, including zone configuration, propagation problems, record conflicts, and registry-specific behavior.
  • Domain Lifecycle Management: Investigate domain lifecycle issues across gTLDs, ccTLDs, transfers, renewals, restores, and migrations, including ICANN-related edge cases.
  • Cross-Functional Collaboration: Support software and platform-related issues, working closely with engineering and product teams where deeper investigation is required.
• Continuous Improvement & Knowledge Sharing
  • Process Optimization: Proactively identify patterns, recurring problems, or structural gaps and feed these back into product, engineering, training, or automation initiatives.
  • Documentation: Maintain clear, high-quality case documentation that enables learnings to scale beyond the individual ticket.
  • Knowledge Base Contribution: Contribute to internal knowledge bases and AI-driven support tooling by turning real customer issues into reusable solutions.
  • Team Coaching: Support Tier 1 agents through guidance, informal coaching, and clear escalation handling, helping raise overall team capability.

Qualifications

• Technical Support: Solid to extensive experience in technical customer support, ideally within domains, hosting, SaaS, or internet infrastructure.
• Domain Expertise: Solid understanding of domain name processes, including gTLDs, ccTLDs, transfers, registry interactions, and lifecycle edge cases.
• DNS Knowledge: Advanced working knowledge of DNS and how it behaves in real-world customer environments.
• API & Logging Protocols: Experience troubleshooting APIs, Rest APIs, EPP, and interpreting logs to identify failures or misconfigurations.
• Hosting Environments: Comfort working with hosting environments (e.g., cPanel, WHM, email configuration, basic database connectivity).
• Autonomy: Ability to work independently, calmly, and productively on complex problems without constant supervision.
• Communication: Strong written communication skills, able to explain technical issues clearly to both customers and internal teams.
• Mindset: A mindset oriented toward output, ownership, and continuous improvement rather than just escalation.
• AI Adaptability: Curiosity and openness to using AI-assisted tooling to work smarter, faster, and at scale.
• Self-Development: Demonstrates and takes actions to continuously develop, grow, and remain open to feedback.

Requirements

• Fluency in English (spoken and written).

Benefits

• Full-time position
• Work from Home
• Prepaid Medicine: Your health is our priority!
• Life Insurance: Peace of mind for you and your loved ones!
• Indefinite-Term Labor Contract: Stability and all legal benefits included!