- 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.
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.
- Strong 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 workplace.
- Ability to confidently communicate with both consumer and enterprise customers.
- Excellent written and spoken English.
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