Senior Technical Support Engineer Level 3

About Talentflare Pty Ltd.

Talentflare operates a white-label consumer email platform that serves telecommunications providers, internet service providers, and carriers globally, offering email messaging platforms, hosting, appliances, and comprehensive email services.

Position Overview

The Senior Technical Escalations Engineer Level 3 will provide elite-level support by addressing the toughest technical challenges impacting varied email services. This role involves working closely with clients throughout Europe, both consumer and enterprise, to troubleshoot and resolve critical production incidents affecting Atmail's email platform.

Key Responsibilities

• Diagnose and remediate complex Level 3 production incidents related to Atmail's email infrastructure.
• Conduct troubleshooting on Linux systems utilizing command line tools and system diagnostics.
• Analyze logs from applications, infrastructure, and email services for root cause identification.
• Employ scripting languages such as Bash and Python, and manage MySQL databases to investigate and resolve issues.
• Address email-related problems including authentication failures and configuration anomalies.
• Engage directly with both consumer users and enterprise clients, offering clear technical communication and updates.
• Lead technical discussions with ISPs and telecom providers, ensuring resolution within set SLAs.
• Collaborate with Engineering and Product teams to support investigations and drive product enhancements.
• Contribute to recurring issue analyses, root cause assessments, and the implementation of long-term fixes.
• Create and update comprehensive technical documentation and knowledge base articles.
• Refine support workflows, tooling, and operational methodologies to improve service quality.
• Ensure adherence to security and privacy protocols when handling customer data and production systems.
• Provide clear documentation and facilitate handovers between global teams across multiple time zones.
• Mentor and share expertise with fellow engineers when appropriate.

Candidate Profile

The ideal candidate is a seasoned technical problem solver who excels in identifying root causes rather than temporary fixes, particularly in email technologies. Strong Linux expertise combined with exceptional communication skills to liaise with both individual consumers and enterprise stakeholders is essential. The role demands accountability, clear communication, and a passion for resolving challenging technical issues.

Mandatory Skills and Experience

• Minimum of 5 years in senior technical support, systems engineering, or infrastructure support roles.
• Practical experience supporting email platforms, messaging systems, or related infrastructure.
• Advanced Linux administration and command-line troubleshooting skills.
• Proficient in Bash scripting and/or Python programming.
• Experience working with MySQL and conducting system-level diagnostics.
• Skilled in analyzing application, infrastructure, and email logs.
• Comprehensive understanding of email protocols such as SMTP, IMAP, and POP3.
• Strong analytical and root cause analysis capabilities.
• Experience in direct technical communication with clients.
• Fluent in written and spoken English, comfortable working independently within a remote global team structure.

Highly Advantageous Skills

• Familiarity with Elasticsearch, OpenSearch, Kibana, and Logstash.
• Experience with AWS cloud services.
• Knowledge of DNS, TLS/SSL, NGINX, email gateways, and monitoring platforms.
• Understanding of ITIL frameworks and service management practices.
• Experience in incident, problem, or change management processes.
• Usage of support platforms such as Zendesk, Salesforce, or Amazon Connect.
• Background in ISP or telecommunications environments and collaborating with globally distributed teams.

Working Hours

This position primarily supports European clients; therefore, working hours will mainly correspond to UK business hours.

Eligibility and Education

Applicants should hold a B.Tech or B.E. degree in fields such as Computer Science and Engineering, Electronics and Communication Engineering, Electrical and Electronics Engineering, Information Technology, Artificial Intelligence and Data Science, or Electronics and Computer Engineering.