Technical Support Analyst (Hybrid)

Summary / Objective
The Technical Support Analyst is responsible for troubleshooting and resolving customer issues. Under minimal supervision, provides user support, general problem analysis and resolution, technical assistance, and training for registry services. Acts as Subject Matter Expert and represents Technical Support in related projects, including producing documentation, and CS-affecting / related projects. May lead or guide the work of others.
This position is part of a 24x7x365 team with a rotating shift schedule, including some overnights, weekends, and all statutory holidays.
This position reports to the Manager, Customer Care.
What You'll Do

• Provides 24x7x365 customer support for our domain name registries and managed DNS customers
• Promptly resolves application/system problems including determining the root cause of the problem through to an appropriate solution
• Provides mentoring, training, and support to the Associates' Tech Support team and external team if required
• Keeps customers apprised of the work effort being conducted to resolve their issues within our service level agreements
• Regularly monitors and follows up on trouble tickets
• Actively contributes to a growing knowledge base that improves the effectiveness of the team and the information available to our customers (Wiki/Knowledge Base)
• Consults with appropriate members of the IT and/or Development team in order to resolve customer issues
• Escalates to Team Leaders and/or Customer Support Manager when appropriate.
• Prepares customer and management reports as required
• Represents and provides input from Technical Support in projects as assigned
• Consistently models Identity Digital Values in all interactions and decisions
• Other duties as assigned

Who You Are / What You Bring

• 1 + year of experience in a Technical/Customer Support environment
• University degree or college diploma in Computer Science, Telecommunications, Engineering, OR equivalent work experience
• Demonstrated ability to research and resolve problems using a variety of resources and tools
• An understanding of internet-based applications, domains, and web hosting
• Knowledge of domain name services (DNS)
• Experience in working with ticketing systems and knowledge bases
• Experience with the following would be an asset:
  • Linux/BASH
  • TCP/IP
  • SSL
  • EPP Protocol, XML, or other markup languages
  • SQL, PostgreSQL
  • Java Applications
  • Open Office or Microsoft Office
• Salesforce or JIRA
• Ability to travel as needed
• Ability to work across time zones as part of a global organization as needed
• Reliable transportation to the workplace

Hours

• Monday - Friday standard hours, with exceptions as needed

Salary Range
The base range for this full-time position is AUD $55,000 - $68,000 (paid hourly). In addition, the successful candidate will be eligible to receive other compensation from time to time in the form of discretionary and/or nondiscretionary bonuses and long-term incentive plan. Actual compensation will be influenced by a candidate's qualifications, internal employee equity considerations, and location. We will not ask for information about a candidate's current or past compensation for purposes of developing an offer of employment.
A few things to know about us
Name.com is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination.
Background Check Statement
At the time of an offer, you will be required to complete a background check. Any offer is contingent upon a satisfactory background check.
Accommodation Statement
We are committed to the full inclusion of all qualified individuals. As part of this commitment, Name.com/Identity Digital will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Recruiting Team at [email protected].