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Senior Technical Support Specialist L2 @ Namecheap, Inc | API Support, DNS Troubleshooting

About

Graduated from NGM College of Arts and Science with a Bachelor of Arts in Computer Applications, complemented by certifications in AWS Cloud, JavaScript, and Cybersecurity. Developed expertise in DNSSEC, Amazon S3, and DHCP, further strengthening a technical foundation. Currently serving as a Senior Technical Support Specialist L2 at Namecheap, Inc, specializing in API functionality, WHMCS integration, and DNS administration. Contributed to enhancing customer support workflows and resolving advanced challenges, including DNS configurations, ccTLD compliance, and domain reselling. Dedicated to delivering accurate solutions and supporting team collaboration to drive customer satisfaction.

Location

Coimbatore

Work experience

Senior Technical Support Specialist L2 at Namecheap, Inc, Jan 2025 - Present · 1 yr 5 mos, Remote, Key Responsibilities: - Provide advanced support for API functionality, including domain reselling APIs and WHMCS integration. - Handle ccTLD registrations and renewals with special requirements, ensuring compliance with additional verification processes. - Troubleshoot and resolve complex DNS configurations, host records, nameservers, and IP address-related issues. - Support customers through live chat and email, delivering accurate, efficient, and professional assistance. - Collaborate with teams to enhance support workflows, focusing on timely resolution and improved customer satisfaction. Skills Developed: - API functionality & WHMCS integration - Domain reselling & ccTLD registration/renewal compliance - Advanced DNS & IP troubleshooting - Customer communication & issue resolution (chat & email support) - Patience, customer handling, and problem-solving under pressure

Technical Support specialist L1 at Namecheap, Inc, Sep 2023 - Dec 2024 · 1 yr 4 mos, On-site, Key Responsibilities: - Assisted customers with domain management, including configuring nameservers, connecting domains to hosting servers, and resolving DNS-related issues. - Troubleshot and resolved technical cases related to gTLDs, new gTLDs, hosting integration, IP address conflicts, and DNS record configurations. - Provided step-by-step guidance on host records, private nameservers, and personal nameserver setup to ensure seamless domain and hosting connectivity. - Delivered clear technical support with strong communication and customer-handling skills, ensuring positive client experiences. - Maintained patience and professionalism while managing multiple cases, prioritizing timely and accurate issue resolution. Skills Developed: - Domain & DNS management (gTLD/new gTLDs, host records, nameservers) - Hosting server integration & IP troubleshooting - Customer support, communication, and case management - Problem-solving & analytical thinking - Patience and client relationship management

Education

Bachelor of Arts, Computer Applications, NGM college of Arts and Science