Resolving complex technical escalations while providing exceptional customer support across multiple channels, including email and social media.
Providing technical expertise for complex problems, advanced troubleshooting, root cause analysis, log interpretation, and deep product knowledge.
Exercising sound judgment and independently handling sensitive situations.
Coaching Tier 1 and Tier 2 support agents, helping develop their technical skills and customer service capabilities.
Protecting customer security and privacy, identifying suspicious activity, preventing abuse, enforcing verification protocols, and ensuring strict adherence to privacy and legal obligations.
Creating and maintaining high-quality documentation, including help articles, internal guides, and technical reports for engineers.
Working closely with our global team (US and India) through Slack, email, and daily huddles via Zoom — with occasional flexibility for time zone differences.
Building collaborative relationships across the organization, escalating issues to other areas of the organization, including engineering, and following up to ensure resolution.

Requirements

Five years of experience in customer-facing technical support, including at least one year resolving escalated issues.
Advanced knowledge of email systems. This includes anti-abuse activities, mail clients, DNS, DMARC, DKIM & SPF troubleshooting, plus a strong understanding of email & calendar protocols (IMAP, POP, SMTP, CalDAV & CardDAV) and ability to work with technical specifications (RFCs).
Demonstrated experience working in Linux/Unix environments, with proficiency in shell scripting, command-line operations, and system administration tasks.
Proficiency with technical troubleshooting tools, log analysis, and scripting languages, including Sieve.
Experience with email-based support and ticketing software such as Zendesk.
Proven ability to de-escalate customers facing complex, long-running issues, and carefully address those with a complex history of resolutions.
Excellent written and verbal communication skills: your thoughtful communication has established you as a go-to resource for both customers and colleagues.
Experience as a coach or mentor, helping teammates develop their skills through clear explanations, documentation, and patient coaching on both technical and soft skills.
Motivation to continuously learn new technologies and deepen your understanding of technical concepts, including email, calendaring systems, and Fastmail's platform as it evolves.
**Preferred qualifications:**
Diploma, Bachelor degree, or equivalent experience will be highly regarded.
Previous work in a privacy-focused, security-conscious organisation.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingroot cause analysislog interpretationLinuxUnixshell scriptingemail systemsDNSscripting languages

Soft Skills

customer supportcoachingcommunicationproblem-solvingrelationship buildingjudgmentmentoringde-escalationdocumentationadaptability

Certifications

Bachelor degreediploma