Are you a talented Advanced Support Engineer with over 5 years experience in email server technology Do you have a bachelor degree in IT This newly created role will allow you to take your career to the next level at a progressive company with it's head office based in Australia.
Key Accountabilities
- Assist in establishing appropriate measurements of success and participating in ensuring the standards are met.
- Resolve technical issues and facilitate technical communication between stakeholders to support customers and improve the product and customer experience.
- Effectively handling customer support requests in a timely and professional manner, ensuring thorough documentation of all interactions and outcomes, and triaging requests based on established priorities.
- Manage communications with internal and external stakeholders during platform incidents and participate in the on-call Communications Manager roster.
- Work closely with the Customer Contact Centre to track and resolve escalated customer incidents.
- Work closely with the Support Centre (level 1) Manager to provide improved processes and assist in management of the Level 1 team where appropriate.
- Provide technical guidance that is appropriate to support, train, and document solutions to ensure the level 1 team are successful.
Required Experience
- Demonstrated ability to resolve customer problems and deliver holistic solutions.
- 5+ years experience in Information Technology in hands-on technical roles
- Familiarity with providing email services to end-users, specifically your expertise in email server technologies architecture, design, development, and configuration, would be highly advantageous.
- Knowledge of networking components and protocols such as DNS, HTTP, TLS/SSL, SMTP, IMAP, POP3 and DAV.
- You have experience in systems programming languages and unix-based operating systems. This will include, but not limited to, the following technologies: bash, python, linux, mysql.
- Knowledge of and experience in managing and configuring customersupport and telephony systems (e.g. Zendesk, Salesforce, Amazon Connect) will be an advantage.
- Knowledge of, and experience working with, Internet and/or Telecommunications Service Providers adds value to your potential contributions.
- Your experience collaborating with global teams across different time zones showcases your adaptability and cross-cultural communication skills.
This exciting opportunity offers the best of both worlds: the chance to work on cutting-edge projects from the comfort of your home with unparalleled flexibility. We understand the value of work-life balance and encourage you to bring your expertise, creativity, and passion to our team.
