We're growing our European Customer Success team and are looking for three Technical Support Engineers to join our Level 2 Technical Resolutions team.
This isn't a scripted helpdesk role.
You'll investigate technical email issues that couldn't be resolved by our frontline support team, helping customers understand what's gone wrong and guiding them through the solution.
If you enjoy troubleshooting, solving technical problems and helping people, we'd love to hear from you.
About the Role
As a Technical Support Engineer, you'll provide advanced support to consumers using our email platform across Europe.
When a customer has an issue that can't be resolved through standard troubleshooting, you'll investigate the problem, determine the cause and work directly with the customer to restore their service.
Some issues will involve configuring email clients or authentication settings. Others may require you to identify patterns, gather evidence and work closely with our Technical Escalations and Engineering teams to resolve more complex problems.
You'll communicate with customers by both phone and email, choosing the most appropriate method depending on the situation.
What You'll Be Doing
- Investigate and resolve Level 2 technical support requests.
- Troubleshoot email configuration, authentication and connectivity issues.
- Guide customers through configuring Outlook, Apple Mail, Thunderbird and other email clients.
- Help customers update account and device settings.
- Contact customers by phone or email to resolve technical issues.
- Accurately document investigations and resolutions.
- Identify recurring issues and gather evidence for Technical Escalations and Engineering teams.
- Improve knowledge articles and support documentation.
- Work closely with Level 1 Support to improve customer outcomes.
Why Join Atmail?
- Support customers across Europe.
- Become an expert in email technologies.
- Structured training and ongoing mentoring.
- Explicit pathway into our Level 3 Technical Escalations team.
- Fully remote role based in India.
- Join a collaborative global Customer Success team.
- Competitive salary and career development opportunities.
Preferred candidate profile
About You
You're naturally curious and enjoy understanding how technology works.
You don't need to know everything about email platformswe'll teach you.
What matters most is your ability to solve problems, communicate clearly and genuinely enjoy helping customers.
Essential Skills & Experience
- 3+ years' experience in Technical Support, IT Support or Help Desk.
- Excellent troubleshooting and analytical skills.
- Strong written and verbal English.
- Comfortable speaking with customers over the phone.
- Excellent customer service skills.
- Able to work independently in a remote environment.
- Strong attention to detail.
Knowledge We'd Love You to Have You don't need to be an expert, but experience with any of the following will be highly regarded:
- Email technologies
- IMAP
- POP3
- SMTP
- Microsoft Outlook
- Apple Mail
- Thunderbird
- Gmail
- Email client configuration
- Authentication
- Networking fundamentals
- Zendesk
- Salesforce
- Amazon Connect