Hybrid Tier 3 Customer Support Agent – SaaS Helpdesk

at Fastmail

• Job title: Tier 3 Customer Support Agent – SaaS Helpdesk
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: A$111,623 per year
• Degree requirement: Bachelor's Degree
• Tech skills: DNS, Linux, Shell Scripting, SMTP, Unix
• Location requirements: Hybrid, Melbourne, Australia

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.