1st Line Support Engineer (English & Dutch speaker) - 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 25+ 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

• 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

• Finish in time company courses and activities

• Take care of abuse request and enduser queue

• Communicate incidences that prevent normal job on time

What we are looking for

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

• 2-5 years of experience in Customer Technical Support

• Fluent English and Dutch speaker

• Excellent communication skills

• Proactive, polite & empathetic in communications with peers and customers

• Able to express thoughts well and grammatically correct

• Able to search, structure, systematize and put new and existing knowledge on paper

• Able to explain complicated things in simple words

• Able to work autonomously, without direct supervision

• Good at managing expectations of others

• Enthusiastic and willing to learn new things

• Great team player and has a good sense of humor

• Great SSL knowledge, about processes, errors and validations.

• Knowledge on Rare TLD processed

• Proper knowledge of Excel.

• Able to keep an SLA and work under pressure.

• Nameserver & DNSSEC knowledge

• Mail server and mail filters knowledge / spamexperts.

• API knowledge

Nice to have

• Basic knowledge of Linux

• Ability to search and read logs

• Experience in working with ticketing systems (Zendesk, OTRS, etc.)

What we offer

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

#LI-Remote