Tier 3 Customer Support Agent (SaaS Helpdesk)

We’re looking for a Tier 3 Support Agent to join the Fastmail team in Melbourne. As a Tier 3 Support Agent, you'll be our go-to expert for the toughest technical challenges. You'll resolve complex technical escalations, provide technical expertise, and coach Tier 1 and Tier 2 support agents. Your work matters to real people and directly influences Fastmail's reputation for technical excellence.

Requirements

• Five years of experience in customer-facing tech support, including at least one year resolving escalated issues.
• Advanced knowledge of email systems, including 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.

Benefits

• Annual salary: $111,623
• 12% superannuation
• 37.5 hours per week
• Three days per week in-office (Melbourne CBD)
• Two optionally remote working days
• Annual increases in July
• Professional Employees Award 2020
• Transparent non-negotiable pay levels across all roles