Remote, Full-Time
Technical Support Specialist
At Mailscale, our mission is to empower businesses to grow and shine by enhancing their email deliverability. We are committed to delivering exceptional service, striving to provide a 5-star hotel experience for our customers. Our vision is to make every customer feel understood, valued, and supported.
Does this excite you?
Salary Range: $18k-$24k/Year depending on experience, and location.
Location: Remote (Time Zone North/South America)
Does this excite you?
Salary Range: $18k-$24k/Year depending on experience, and location.
Location: Remote (Time Zone North/South America)
What's In It For You:
Growth: Advance your career in an exciting, fast-growing startup.
Innovation: Work in a dynamic, forward-thinking environment that needs your innovative ideas.
Flexibility: Enjoy a flexible work setup focused on outcomes.
Job Overview:
As a Technical Support Specialist at Mailscale, you'll be at the forefront of customer interaction, solving technical issues and ensuring that our clients receive top-tier support. Your role is essential in upholding our high standards of customer satisfaction and in helping businesses achieve their email goals.
Key Responsibilities:
Provide prompt, friendly, and effective technical support to customers via Slack, Intercom, and other communication channels.
Troubleshoot and resolve issues related to email deliverability, ensuring customers follow best practices for optimal inbox placement.
Guide customers on DNS configurations, including email-related records like SPF, DKIM, and DMARC.
Collaborate with customers to understand their needs and provide clear, actionable solutions.
Document customer interactions and resolutions in Notion to maintain a clear record of issues and solutions.
Work closely with the team to address complex challenges and improve support processes.
Stay up-to-date with email deliverability trends, industry standards, and emerging technologies to provide cutting-edge support.
Qualifications:
Proven experience in a technical support role, preferably with a focus on email deliverability or a related field.
Strong understanding of email deliverability best practices and the ability to guide customers in implementing them.
Solid knowledge of DNS and email-related records (SPF, DKIM, DMARC).
Excellent communication skills, with the ability to explain technical concepts in a clear, empathetic, and non-technical manner.
Strong problem-solving skills and the ability to think critically under pressure.
Ability to troubleshoot complex technical issues and break them down into simple, easy-to-understand explanations for customers.
A customer-first mindset, with a passion for delivering exceptional support and building positive customer relationships.
Familiarity with remote collaboration tools (e.g., Slack, Notion) and a proactive approach to teamwork.
Nice-to-Have (but not required):
Basic understanding of cloud-based infrastructures.
Experience with APIs or webhooks, particularly in the context of email integrations.
Familiarity with email-sending tools like Instantly and SmartLeads is a plus.
