Senior Technical Escalations Engineer (Linux | Email Infrastructure) Level 3

Solve the Problems Nobody Else Can

Join the Team That Keeps Europe's Email Services Running

We're looking for experienced Senior Technical Escalations Engineers to join our Level 3 Technical Escalations team supporting customers across Europe.

This isn't a traditional support role.

You'll investigate the most complex production issues affecting both consumer email services and enterprise customers, including major Internet Service Providers (ISPs), telecommunications providers and large organisations.

Working at the highest level of our Customer Success organisation, you'll combine deep Linux expertise, scripting, system diagnostics and customer communication to identify root causes, restore critical services and improve the reliability of Atmail's platform.

If you enjoy solving complex technical problems, working from the command line and taking ownership of issues from investigation through to resolution, we'd love to hear from you.

About Atmail

Atmail develops enterprise-grade email technology trusted by telecommunications providers, Internet Service Providers and organisations across Europe and around the world.

Our Technical Escalations team represents the highest level of customer support, working closely with Engineering and Product to resolve the issues that nobody else can.

This is where technical expertise meets customer experience.

About the Role

As a Senior Technical Escalations Engineer, you'll become one of Atmail's most senior technical specialists, responsible for resolving the most complex Level 3 support issues across our email platform.

You'll investigate advanced email infrastructure issues, authentication failures, configuration problems, production incidents and system-level faults using Linux, scripting, log analysis and diagnostic tools.

Unlike more junior support teams, you'll have access to production environments, command-line tools and advanced diagnostics, allowing you to investigate issues at their source rather than simply escalating them.

This is also a highly customer-facing engineering role.

You'll communicate directly with both consumer and enterprise customers throughout investigations, providing technical guidance, managing expectations and delivering regular progress updates while working alongside our Engineering and Product teams to drive incidents through to resolution.

Beyond solving today's problems, you'll analyse recurring issues, contribute to root cause analysis and help improve our support processes, documentation and tooling to prevent future incidents.

You'll Support Two Customer Groups

Consumer Customers (B2C)

You'll investigate complex email platform issues escalated from our Customer Care and Technical Resolutions teams.





You'll explain technical issues in language customers understand while ensuring every customer receives an exceptional support experience.

Business Customers (B2B)

You'll also work directly with Internet Service Providers, telecommunications companies and enterprise customers across Europe.

These organisations provide their own Level 1 and Level 2 support before escalating technically complex issues to Atmail.

You'll investigate production incidents, communicate technical findings, provide regular progress updates, manage customer expectations and ensure issues are resolved within agreed Service Level Agreements (SLAs).

You'll regularly work with experienced technical stakeholders who expect confidence, technical credibility and clear communication.

What You'll Be Doing

- Investigate and resolve complex Level 3 production issues across Atmail's email platform.
- Troubleshoot Linux-based environments using command-line tools and system diagnostics.
- Analyse application, infrastructure and email logs to identify root causes.
- Apply Bash, Python and MySQL skills to diagnose and resolve complex technical issues.
- Investigate authentication, configuration and email infrastructure problems.
- Communicate directly with both consumer and enterprise customers throughout investigations.
- Lead technical discussions with Internet Service Providers and telecommunications customers.
- Work closely with Engineering and Product teams on complex investigations and product improvements.
- Analyse recurring incidents and contribute to permanent fixes and root cause analysis.
- Create and maintain detailed technical documentation and knowledge articles.
- Improve support processes, tooling and operational practices.
- Ensure customer data and production systems are handled in accordance with security and privacy requirements.
- Provide thorough documentation and handovers between global teams operating across multiple time zones.
- Share knowledge and mentor other engineers where appropriate.

About You

You're the engineer people turn to when complex technical issues can't be solved elsewhere.

You enjoy digging through logs, working from the Linux command line and investigating production systems until you've identified the real cause- not just a workaround.

You're equally comfortable explaining technical concepts to an individual consumer as you are discussing production incidents with experienced engineers from an ISP or telecommunications provider.





You take ownership, communicate clearly under pressure and genuinely enjoy solving the problems that others can't.

Most importantly, you have commercial experience supporting email technologies and understand that exceptional customer support requires both technical excellence and outstanding communication.

Essential Skills & Experience

- 5+ years' experience in senior technical support, systems engineering or infrastructure support.
- Commercial experience supporting email platforms, messaging systems or email infrastructure.
- Solid Linux administration and troubleshooting experience.
- Advanced Linux command-line skills.
- Commercial experience with Bash scripting and/or Python.
- Experience with MySQL and system-level diagnostics.
- Experience analysing application, infrastructure and email logs.
- Strong understanding of email technologies and protocols including SMTP, IMAP and POP3.
- Excellent analytical, troubleshooting and root cause analysis skills.
- Experience communicating directly with customers in a technical support environment.
- Ability to confidently communicate with both consumer and enterprise customers.
- Excellent written and spoken English.
- Ability to work independently within a remote global team.

Highly Desirable

Experience with any of the following will be highly regarded:

- Elasticsearch
- OpenSearch
- Kibana
- Logstash
- AWS
- DNS
- TLS / SSL
- NGINX
- Email gateways
- Monitoring and observability platforms
- ITIL or service management frameworks
- Incident, problem or change management
- Zendesk, Salesforce or Amazon Connect
- Internet Service Provider or telecommunications environments
- Working across globally distributed engineering teams

Working Hours

This role primarily supports customers across Europe. Working hours will generally align with UK business hours, with rostered shifts extending until approximately 10:00pm where required.

During onboarding and training, you'll work closely with teams across multiple time zones to ensure a smooth transition into the role.

As this is a fully remote position, you'll need a professional home office with reliable broadband, stable power and a dedicated workspace suitable for customer-facing technical support.

Why Join Atmail?

- Work on technically challenging production issues every day.
- Support major telecommunications providers, Internet Service Providers and enterprise customers across Europe.
- Gain access to advanced production tools, diagnostics and Linux environments.
- Partner closely with Engineering and Product to influence platform improvements.
- Join a collaborative engineering culture that values technical excellence and continuous learning.
- Fully remote role based in India with genuine opportunities for career progression.

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