Manage support tickets from intake to resolution.
Provide timely, empathetic support that helps users feel heard.
Troubleshoot Level 1–2 issues: account setup, SMTP, IMAP, DNS, JMAP.
Triage requests to determine if user error, configuration, bug, or feature request.
Escalate complex issues with clear reproduction steps, logs, and environment.
Maintain accurate support records in Zendesk or similar systems.

🎯 Requirements

5+ years in technical support (L1–L2) for software or email.
Hands-on troubleshooting of email protocols: SMTP, IMAP, JMAP, account setup.
DNS basics: A, MX, TXT; SPF, DKIM, DMARC.
Strong troubleshooting, data gathering, and issue isolation.
Excellent written communication; empathy and user-centric approach.

🎁 Benefits

Fully remote work and schedule flexibility.
Company-provided laptop.
Annual bonus program.
Monthly remote work stipend.
Annual professional development stipend.
24 days PTO per year and wellbeing stipend.

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