Email Support Executive

Job description

**Role & responsibilities** - Provide remote and hands-on troubleshooting, replicating customer issues in various environments. - Determine optimal solutions based on customer-provided details and issues. - Guide customers through the problem-solving process. - Manage client issues from start to finish, ensuring effective technical resolution. - Develop and document best practices to improve existing processes. - Record all events and interactions within the case. - Prioritize and action tasks in a timely manner. - Monitor the status and progress of all open incidents until resolution. - Log and document bugs for investigation by Software Engineering Teams. - Drive cases forward, engaging other teams as needed. - Continuously develop and deepen technical expertise in products. - Maintain adherence to security guidelines, procedures, processes, product documentation, and best practices. **Required Skills & Qualifications** - Excellent communication in English (written and verbal). - Experience in email protocols such as SMTP. Authentication, security and SPAM - Google Workspace Admin Console management. - Expertise with Linux/Unix command line and OS fundamentals. - Hands-on experience troubleshooting network protocols. - Expertise with web technologies (HTML, CSS, JS, HTTP, SSO, SAML, OAuth, proxies, load balancers, HAR analysis). - RFC standards.