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Managed DNS-Services

Technical Support Engineer

Join the No-IP Team

We are looking for bright, passionate and dedicated people with clearly demonstrated initiative and a history of success in their past positions to join our growing team.

Who is No-IP?

We are a small company with a bold vision of becoming the solution that the world uses to connect and interact with their devices. We work hard as a team to build services everyone can be proud of. Our mindset and passion has helped No-IP grow and thrive. Over the past 15 years, we have matured into a stable company that maintains the best parts of a start-up culture.

Culture at No-IP

Our team is a fast paced and innovative group that is results driven. Everyone on the team is responsible for multiple job functions within the company. We are looking for people who are self-starters, enjoy managing their own projects and workloads, while also working creatively with a team of people for the success of the company. If you are the type of person who thrives on being able to execute an idea on your own, then this is the place for you. Located in Reno, Nevada just minutes from the outdoor mecca of Lake Tahoe and a few hours from San Francisco, No-IP’s office feels like something you would see in Silicon Valley. Here are a couple of highlights:

  • Open workspace with private breakout areas and standup desks
  • Generous PTO Package including a week long office closure to reset and enjoy the holidays
  • Fully stocked kitchen and breakroom - snacks on snacks on snacks
  • Company-hosted lunch twice per week
  • Pinball, Foosball & Basketball
  • Special birthday traditions
  • The ability to build products for customers in over 180 countries across the world
  • Join a team that is truly passionate about the company and our mission

Job Description

No-IP is looking for a Technical Support Engineer to successfully provide escalated technical support to our customers. Additionally, this position will contribute to the development and maintenance of No-IP products and tools. You should be a great communicator, problem solver and self-starter.

You will be required to assist customers with troubleshooting and configuring with advanced DNS, Dynamic DNS, email, and SSL services. We are looking for someone with exceptional time management skills, ability to multi-task, and a track record for delivering excellent results in a timely fashion. Interpersonal skills are a must as the support team works very closely with customers as well as all other departments of the company.

Responsibilities

  • Provide technical support of No-IP products and technology to customers through inbound support channels
  • Review customer support responses from the team and increase the technical aptitude of the team through trainings, workshops and mentorship
  • Maintain and improve internal and customer facing technical documentation
  • Ensure Customer Success team is properly trained to support customers for new releases
  • Contribute to the development and deployment of new features, procedures and tools for the Customer Success team and No-IP customers
  • Troubleshoot, test and resolve customer impacting bugs
  • Be the liaison between the Customer Success team and the Engineering team
  • Ensure daily tasks are consistently and accurately performed
  • Monitor inbound support to identify bugs or technical issues that need to be brought to Product/Dev

Must Have

  • 1-3 Years of customer service experience including phone support
  • 1-2 Years of development experience with PHP or similar language
  • 1-2 Years of object oriented programing experience
  • Experience with Git and version control strategies
  • Experience working in Linux and strong command line skills
  • Proficiency with SQL and relational databases
  • Knowledge of multiple operating systems including Windows, Linux and Mac OS X
  • Knowledge of internet protocol such as SSH, FTP and HTTP
  • Ability to use diagnostic tools such as dig, traceroute, telnet and nslookup
  • Exceptional communication and interpersonal skills
  • Exhibit strong problem-solving techniques
  • Ability to work collaboratively while also remaining responsible for tasks assigned to you

Nice to Have

  • Experience with Restful API design
  • Experience with client-side toolchains (node, vue.js, babel, etc)
  • Experience with containerization and virtualization
  • Experience with DNS
  • Experience with continuous integration/deployment
  • CS Degree or equivalent degree/experience
  • Knowledge of email servers and clients
  • Knowledge of cable modems and routers
  • Knowledge of Apache, IIS, Exchange
  • Ability to speak multiple languages

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Ready to start working with our team?

Please send your cover letter and resume in PDF format.

Apply Now