Information Technology Support Specialist

IT Operations & Helpdesk – DNS, CDN & Domain Services Overview

We are hiring a IT Operations & Helpdesk t to support customers across DNS, CDN, domain registration, and related web infrastructure services. This is a customer-facing technical support role that requires strong troubleshooting skills, comfort with billing and registrar-related issues, and the ability to communicate clearly with customers in a fast-paced environment.

This role is best suited for candidates with prior experience in technical customer support and hands‑on exposure to DNS, CDN, domain registration, and cloud or web technologies.

• Provide technical support to customers via ticketing systems and other service channels
• Troubleshoot issues related to DNS, CDN, domain registration, and registrar systems
• Investigate and resolve billing-related concerns, including invoices, credits, refunds, payment issues, and sales tax questions
• Support customers using standard billing tools and payment platforms;
  Stripe experience is a plus
• Document issues, actions taken, and resolutions accurately in systems such as Salesforce Service Cloud or Zendesk
• Work cross-functionally to escalate and resolve complex technical or account-related issues
• Deliver clear, accurate, and actionable updates to customers
• Maintain high attention to detail while managing multiple priorities in a fast-paced support environment
• Use internal knowledge tools such as Confluence to research and document processes
• Perform basic SQL-based lookups or queries when needed to support investigation and resolution

• High school diploma or equivalent
• Minimum 2 years of experience in a customer-facing technical support or customer service role
• Minimum 2 years of experience working with DNS, CDN, and domain registration
• Minimum 2 years of experience with web technologies or cloud technologies
• Strong technical troubleshooting skills
• Basic understanding of how the Internet and registrar systems work
• Familiarity with terminology and workflows related to DNS, CDN, and domain management
• Experience handling client billing issues using billing tools or payment platforms
• Knowledge of financial terminology such as bad debt, collectible invoices, credits, refunds, and sales tax
• Experience using ticketing platforms such as Salesforce Service Cloud or Zendesk
• Excellent written, verbal, and interpersonal communication skills
• Strong attention to detail and accuracy
• Ability to work efficiently in a fast-paced environment

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field
• Experience with Stripe
• Familiarity with Atlassian Confluence
• Familiarity with MacOS
• Basic SQL query skills
• 401(k) matching
• Paid time off

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Job Type: Full-time