Experience: 5.00 + years
Salary: Confidential (based on experience)
Expected Notice Period: 30 Days
Shift: (GMT+05:30) Asia/Kolkata (IST)
Opportunity Type: Office ()
Placement Type: Full Time Permanent position(Payroll and Compliance to be managed by: A B2B SaaS company)
(*Note: This is a requirement for one of Uplers client - A B2B SaaS company)
What do you need for this opportunity
Must have skills required:
AWS services or AWS certification;, email server platforms, Experience at an ISP, hosting company, Jira and confluence, Opsgenie, support tooling such as Zendesk, Telco, SMTP, Smtp relay, Smtp/pop/imap, SMTP gateway, Imap migration, IMAP, Imap/pop3, DNS, Dns concepts, Dns firewall, Dns support, Mx records, Mail routing, SPFx, DKIM and DMARC, DKIM
A B2B SaaS company is Looking for:
Technical Escalations Support Engineer
Reporting to Technical Escalations Team Leader
Overview
The Customer Success function owns AM's post-sales customer activities, maintaining technical and commercial customer relationships, managing customer projects, and providing technical support and communications. Support operates in tiers: L1 and L2 engineers handle frontline customer contact, and the Technical Escalations Team (L3 Support) is the technical escalation tier that investigates and resolves the issues they cannot. Where a fix sits beyond
the team's remit, the issue is documented and support information escalated it to Cloud Operations or Engineering. Email Specialists are a separate specialised group under the CTO handling abuse, configuration and remediation work.
Purpose
The Technical Escalations Support Engineer is a technical, investigative role responsible for resolving the most complex customer issues escalated from frontline support - delivery failures, sync issues, missing mail, login problems and webmail performance among them. Where resolution requires platform or product changes, the engineer builds a well-evidenced case and escalates it to Cloud Operations or Engineering.
The role combines deep log analysis and server-side investigation with clear customer-facing technical communication, and contributes to incident response, problem management and the team's knowledge base. It is an individual contributor position with no supervisory responsibilities.
Hours of work
- Initially this role will be working from an office located in/near Hitec City with the future potential to transition to hybrid or remote work.
- Full-time, primarily UK business hours. Shifts may vary on a rotational basis where required.
- Additional hours or availability may be required during peak periods or to meet operational needs.
- During the initial training period, flexible hours will be required for crossover with teams in other time zones.
- The role includes participation in the engineer on-call roster for priority 1 incidents, once established in the role.
Key Accountabilities
- Own complex escalated tickets end to end, including delivery failures, sync issues, missing mail, login problems and webmail performance, driving each to resolution or a quality escalation
- Perform log analysis and email tracing using OpenSearch/Kibana, alq_trace and server-level log searches across MX, CMR and mailstore infrastructure
- Carry out server-side investigation and remediation via the command line in line with standard operating procedures, including mailbox restores, reindexing, quota changes, forwards and account settings
- Respond to and triage compromised accounts in accordance with the escalation matrix
- Undertake deliverability and filtering work, including allow and block lists, ARESentries, rate limiting and spam reclassification
- Escalate and hand off issues to Cloud Operations and Engineering with quality evidence and reproduction detail, respecting the boundary with the Email Specialists team, which sits under the CTO and handles abuse, configuration and remediation
- Deliver customer-facing technical communications, including written root cause analysis (RCA) reports for customers
- Participate in incident response, including P1 support, status page updates and the three-stage communications approach
- Contribute to problem management by identifying recurring issues, raising problem records and linking related tickets
- Contribute to team knowledge by updating SOPs and knowledge base articles when new root causes are found
- Coach and mentor L1 and L2 engineers on technical investigation, once established in the role
- Participate in the engineer on-call roster for priority 1 incidents and escalations, once established in the role
- Work within all legal and ethical boundaries enforceable by law or expected under AM company policy, by AM staff or by the wider community and
- Support successful outcomes for AM by undertaking other duties within the scope of your skills, competence and training as directed by AM leadership.
Mandatory
- A minimum of 5 years experience in technical support engineering, systems administration or a similar hands-on IT role
- Strong working knowledge of email protocols and message flow, including SMTP, IMAP and POP, and of DNS and MX as they relate to mail routing
- Working knowledge of email authentication and deliverability, including SPF, DKIM and DMARC, sender and IP reputation, and blocklists
- Linux system administration skills, including confident command-line investigation on production systems
- Competence with MySQL, including reading and writing queries to support investigation
- Working scripting ability in Bash, Python or similar, sufficient to automate diagnostics and routine investigation tasks
- Ability to analyse logs and interpret results using tools such as OpenSearch, Kibana or equivalent logging and monitoring platforms
- A structured approach to troubleshooting and root cause analysis, isolating faults methodically across complex distributed systems
- High-quality written communication, producing customer-facing RCA reports and clear, well-evidenced engineering escalations
- Demonstrated experience in a customer-facing technical role, serving internal and external customers and
- Ability to work autonomously within a distributed team, with strong communication and collaboration skills.
Desirable
- Experience at an ISP, telco, hosting company or email provider
- Experience with email server platforms (for example Postfix, Dovecot, Exim) and/or cloud hosting environments
- Experience with AWS services or AWS certification
- Knowledge of IT security principles, particularly around account compromise and abuse handling, and of TLS/STARTTLS in mail transport
- Familiarity with support tooling such as Zendesk, OpsGenie, Jira and Confluence
- An IT service management certification such as ITIL, or equivalent experience and
How to apply for this opportunity
- Step 1: Click On Apply! And Register or Login on our portal.
- Step 2: Complete the Screening Form & Upload updated Resume
- Step 3: Increase your chances to get shortlisted & meet the client for the Interview!
About Uplers:
Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement.
(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).
So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!
