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As our Registry Operations Specialist you will be responsible for Registry-level technical operations and escalations, with a primary focus on domain lifecycle management, EPP-based interactions, and DNS infrastructure. The Registry Operations Specialist acts as a technical authority for registry-related issues, ensuring operational accuracy, policy compliance, and platform stability. The role sits within Customer Care but operates closely with Engineering, Product, and Registry Operations to resolve complex incidents and improve how registry support functions at scale. This is a hands-on technical role, designed for professionals with direct experience in Domain Registries or Registrar Platforms.
Job Responsibility:
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