1st Line Support Engineer (English & Spanish speaker) - Fully Remote Job

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! 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. 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, 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. 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 so we can handle increasingly sophisticated tasks.

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.

Key Responsibilities

• 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/Virtuozzo 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

What We Are Looking For

• 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.

Nice to have

• 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.
• Flexible Working Hours: Plan your day around your energy and productivity.
• 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 to keep our connections strong.
• Learning & Growth Opportunities: Internal workshops, cross-team projects, and knowledge-sharing sessions to keep developing your skills.
• Modern Remote Workplace: We’re proud to be an ISO 27001-certified organization, ensuring high standards of security and professionalism in everything we do.
• Tools That Empower You: We provide access to top collaboration tools and platforms that make remote teamwork efficient and enjoyable.
• Supportive Environment: A culture that values trust, transparency, and wellbeing, we believe happy people build better products.

About Us

Openprovider is a wholesaler of domains and internet security products. We provide a platform for domain resellers that allows them to easily manage large numbers of domain names for an affordable price. Our people always come first for us - and that includes both our customers and our colleagues. We believe in the power of collaboration and working together to achieve the best results, and we pride ourselves on our flexible work culture and result-oriented approach. We have been fully remote since 2020, and our team has only expanded since then. Our team currently consists of 110+ employees, who are spread across 20+ different countries and 4 different continents. We are proud of our fun and diverse team and regularly connect with each other through online and offline events. Apply tot his job Apply To this Job