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linux macos zendesk dns smtp📋 Description
- Manage support tickets for Thunderbird’s subscription products.
- Provide timely, empathetic support to help users feel heard.
- Troubleshoot Level 1-2 issues: account setup, SMTP, IMAP, DNS, JMAP.
- Triage requests to classify user error, configuration issue, bug, or feature.
- Escalate complex issues with clear reproduction steps, logs, and impact.
- Maintain Zendesk records; monitor Thunderbird forums and app reviews.
🎯 Requirements
- 5+ years in technical support for software, web services, or IT.
- Hands-on troubleshooting of email protocols: SMTP, IMAP, JMAP.
- DNS fundamentals: A, MX, TXT; SPF, DKIM, DMARC.
- Familiarity with Mozilla Thunderbird or similar desktop clients.
- 5+ years using Zendesk or similar ticketing systems.
- Excellent written communication and user empathy; ownership of quality.
- Experience engaging with users in forums and app stores.
🎁 Benefits
- Fully remote work with flexible schedule.
- Company-provided laptop.
- Annual bonus program.
- Monthly remote work stipend.
- Annual professional development stipend.
- Industry conferences.
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