Description:
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.
Key outcomes of the role
Registry & Domain Lifecycle Operations
- 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
DNS & Registry Infrastructure
- 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
Technical Diagnostics & Root-Cause Analysis
- 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
Cross-Functional Collaboration
- 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
Senior Tier-2 Responsibilities
- 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
About You
Essential Experience & Expertise (Required)
- 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
Additional Skills & Attributes
- 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
What Success Looks Like
- Registry escalations are resolved accurately and efficiently
- Fewer repeat incidents through effective root-cause analysis
- Improved registry tooling, documentation, and operational workflows
- Tier 1 and Tier 2 teams are enabled through clear guidance and training
- Strong, trusted partnerships with Engineering and Product teams