Lead IT Engineer at Neko Health managing Microsoft systems and automation for healthcare insights. Own end - to - end operations in Azure, Intune, and M365 environments.
About the role
- Tier 3 Support Agent resolving complex technical issues while supporting Fastmail's email services. Collaborating with global teams to enhance customer experience and product understanding.
Responsibilities
- 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.
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