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Application Support Administrator

Mailgun San Antonio, TX

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

We are in need of someone who has availability to work 1st shift (8am - 5pm) OR 2nd shift (1pm - 10pm CST).


Mailgun prides ourselves in providing world-class customer support on every customer interaction. Our primary job is to make our customer's lives easier by providing efficient, helpful and world-class support. As an Application Support Administrator these should come easy to you. You will be working in a fast-paced environment on a daily basis that consistently brings new challenges and learning opportunities.


Application Support Administrators should have:

  • The ability to wow customers on every contact
  • The ability to sound personable on all forms of communication (tickets, phones, and chats)
  • The ability to explain complex topics in a way that anyone could understand
  • A technical aptitude to consistently learn new technologies and adapt to our customers needs (programming languages, new operating systems, APIs, etc.)
  • A passion for technology and customer service


Our Team

We believe in contributing back to the community. Many of the tools and libraries weve developed are open source (https://github.com/mailgun). We move fast and dont believe in having unnecessary silos and red tape that keep teams from shipping software. We have a passion for solving hard problems our services are responsible for processing billions of messages each month and have to not only scale, but be highly reliable.


Knowledge/Skills/Ability

  • A basic understanding of email receipt and delivery (POP, IMAP, and SMTP)
  • Basic knowledge of concepts surrounding email composition, specifically MIME standards and formatting
  • Knowledge of email deliverability techniques such as IP and domain reputation, SPF/DKIM authentication, and spam filtering
  • Ability to execute commands in multiple programming languages
  • Working knowledge of REST APIs and how to integrate with a customer solution
  • Foundational understanding of Cloud Computing technologies. Familiarity with the various client and server operating system used by customers (Windows, Linux, Mac OSX)
  • Proactive sense of urgency with respect to customer service and communication
  • Strong organization, communication, learning, problem-solving, documentation, and follow-up skills
  • Ability to work with a physically distributed team and work a flexible schedule to cover shifts Responsibilities
  • Handles level-appropriate customer support requests primarily via phone, tickets, and chat
  • Escalates support requests as necessary through the appropriate channels
  • Documents all customer support phone calls/chats via the ticketing system
  • Creates and maintains customer loyalty by serving customers above and beyond expectations
  • Fosters a strong working relationship with other departments including but not limited to Sales, Operations and Support
  • Exercises good judgment and decision-making at all times in order to consistently deliver superior customer outcomes

Requirements

  • High school diploma or equivalent required
  • 2+ years of customer service via phone, chat, and ticket support

Benefits

  • KEEPING YOU HEALTHY: Mailgun offers 100% employer paid comprehensive medical, dental, and vision plans (US). We offer a variety of supplemental plans to meet your individual needs and provide access to telehealth for all participants.
  • KEEPING YOU BALANCED: Mailgun provides free virtual counseling resources through our Employee Assistance Programs. Your mental health is as important as your physical health.
  • FINANCIAL SECURITY: We offer an employer match for 401k participants to help you plan for the future (US).
  • TAKE A BREAK: We believe performance at work requires balance at home. This is why we provide 5+ weeks of time-off to all employees.
  • FAMILY PLANNING: We know that families can be built in a variety of ways and this is why Mailgun offers paid parental leave and family planning support.
  • WORK WHERE YOU ARE: Its not where you work that matters. This is why we provide flexible remote work offerings for most of our roles
  • Mailgun embraces diversity and equal opportunity in all aspects of our business. We are committed to building a company that empowers individuals from a diverse set of backgrounds and values diversity of thought as a beacon for performance. The more inclusive we are, the better our work will be.

Mailgun

Address

San Antonio, TX
USA

Industry

Technology

View all jobs at Mailgun