Registry Operations Specialist

Role Overview

• Own and resolve escalated issues related to domain lifecycle events (create, renew, transfer, restore, redemption, delete)
• Diagnose and resolve EPP command failures, registry–registrar synchronization issues, and domain status conflicts
• Support registry workflows involving domains, contacts, hosts, and DNS delegation
• Ensure registry operations align with policies, contractual obligations, and technical requirements
• Troubleshoot DNS issues from a registry perspective, including delegation, glue records, and zone publication
• Analyze DNS behavior impacted by registry configuration, policy, or tooling
• Collaborate with DNS infrastructure and engineering teams to resolve registry-driven incidents
• Analyze registry system logs, EPP logs, API payloads, and command-line outputs
• Perform deep root-cause analysis on recurring registry issues and incidents
• Identify systemic risks and contribute to long-term, sustainable fixes rather than short-term workarounds
• Act as a technical escalation point for Tier 1 and Tier 2 agents on registry-related issues
• Partner with Engineering, Product, and Operations to improve registry platform stability and scalability
• Translate complex registry behavior into clear guidance and documentation for support teams and stakeholders
• Act as registry subject-matter expert across Customer Care and Operations
• Lead registry incident reviews, post-mortems, and preventive improvement initiatives
• Design and deliver training on registry workflows, EPP, DNS fundamentals, and escalation handling
• Drive improvements in registry tooling, automation, and AI-assisted diagnostics
• Mentor and coach Tier 2 agents in handling complex, policy-driven registry cases

Requirements

• Hands-on experience working with a Domain Registry or Registrar Platform
• Practical, operational knowledge of EPP protocol and domain lifecycle mechanics
• Advanced understanding of DNS as it relates to registry operations, not just record management
• Proven experience handling registry-related technical escalations
• Strong ability to analyze logs, APIs, and system behavior to determine root cause
• Strong ownership mentality with a focus on accuracy, compliance, and stability
• Excellent written and verbal communication skills
• Ability to work independently on complex issues with minimal supervision
• Comfortable operating in a global, multi-brand environment
• Interest in automation, AI-assisted support, and continuous improvement

Tech Stack

• DNS

Benefits

• We are collaborative, fair, consciously inclusive, and flexible
• We trust, value, and support our people to make the difference
• We believe that diversity of thought and experience provides the platform for innovation and creativity
• We invest in the development of our people to drive our ambitions forward
• We offer a range of benefits (including your choice of tech) and a competitive package
• We offer a great work environment in an internationally successful enterprise in the online services industry