Regional Credit Manager overseeing commercial credit decisioning for United Community Bank. Collaborating with teams to ensure high credit quality through loan approval and portfolio management.
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.
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Senior IT Specialist managing IT operations and endpoint provisioning in a SaaS environment. Focused on identity management, access controls, and troubleshooting for a distributed workforce.
Tier II IT Support Specialist resolving advanced technical issues and overseeing IT operations at Neostella. Supporting user management and security enforcement in a hybrid work environment.
Providing administration support for the internal audit team at HKT. Managing resources and documentation while assisting in various projects and report preparations.
Infrastructure Analyst Lead at Arthrex responsible for Azure and AWS networking services and automation initiatives. Mentoring junior engineers and driving strategic IT projects within a global medical device company.
Enterprise Architect advising on technology strategy for McCormick’s growth. Leading architecture projects, contributing to EA principles, and promoting innovation across global technology landscape.
Enterprise Architect leading Human Resources architecture strategy for McCormick. Collaborating with business and technology leaders to drive growth and transformation through technology innovation.
Enterprise Architect guiding McCormick’s technology strategy while collaborating with business and technology leaders. Leading architecture development and aligning with enterprise standards for optimal outcomes.
IT Administrator Intern at FunPlus resolving IT issues and setting up devices in Barcelona office. Gain hands - on experience while collaborating with international teams.
IT Administrator delivering IT solutions for FunPlus offices in Barcelona and the western regions. Providing technical support and managing IT assets with an agile mindset.