Remote, Full-Time
Technical Support Specialist
At Mailscale, our mission is to empower businesses to grow and shine by enhancing their email deliverability. We are committed to delivering exceptional service, striving to provide a 5-star hotel experience for our customers. Our vision is to make every customer feel understood, valued, and supported.
Does this excite you?
Salary Range: $18k-$24k/Year depending on experience, and location.
Location: Remote (Time Zone North/South America)
Does this excite you?
Salary Range: $18k-$24k/Year depending on experience, and location.
Location: Remote (Time Zone North/South America)
What's In It For You:
Growth: Advance your career in an exciting, fast-growing startup.
Innovation: Work in a dynamic, forward-thinking environment that needs your innovative ideas.
Flexibility: Enjoy a flexible work setup focused on outcomes.
Job Overview:
As a Technical Support Specialist at Mailscale, you'll be at the forefront of customer interaction, solving technical issues and ensuring that our clients receive top-tier support. Your role is essential in upholding our high standards of customer satisfaction and in helping businesses achieve their email goals.
Key Responsibilities:
Provide prompt and effective technical support to customers via Slack, Intercom, and other communication channels.
Diagnose and resolve technical issues related to email deliverability, server configuration, and other technical aspects of our platform.
Utilize AWS, Linux, and Ansible to manage and troubleshoot issues, and automate processes for efficiency.
Offer guidance on DNS configurations and email-related DNS records, such as SPF, DKIM, and DMARC.
Understand and explain the workings of APIs and webhooks, assisting customers with integrations and technical queries related to these technologies.
Document and track customer interactions and resolutions in Notion to ensure a thorough record of issues and solutions.
Collaborate with team members to address complex issues and contribute to the continuous improvement of our support processes.
Stay current with industry best practices and emerging technologies to provide state-of-the-art support.
Maintain & Improve support documentation and processes.
Qualifications:
Proven experience in a technical support role, preferably within an email deliverability or technology-focused company.
Strong knowledge of AWS (Amazon Web Services) and experience with cloud-based infrastructures.
Proficiency in Linux operating systems and command-line tools.
Experience with scripting and automation tools, such as Ansible.
Solid understanding of mail server configuration and operation.
Expertise in DNS and email-related DNS records, including SPF, DKIM, and DMARC.
Comprehensive understanding of APIs and webhooks, including how to work with and troubleshoot these technologies.
Excellent problem-solving skills and the ability to think critically under pressure.
Strong communication skills, with the ability to convey technical concepts to non-technical customers in a clear and empathetic manner.
A proactive and customer-focused attitude, with a passion for delivering exceptional support.
