Tier 3 Customer Support Agent (SaaS Helpdesk)

We’re looking for a Tier 3 Support Agent to join the Fastmail team in our Melbourne office. You’ll be joining our team of friendly experts behind every customer interaction. You’ll spend your days crafting thoughtful responses that solve problems, answer questions, and make people feel genuinely heard. Whether you’re troubleshooting a tricky IMAP configuration or helping someone understand our features, every response you write matters. Fastmail is a small company making a big difference Fastmail has been the leading independent email service since 1999, headquartered in Melbourne, Australia, with a global customer base. Our mission is to make email better. We make email better for our customers by providing the premium email service that people are proud to pay for. And we make email better for the world by leading standards, open source, and advocacy work. We understand that these aims can only be achieved with a dedicated team passionate about serving our customers, improving our product, and driving the industry forward. Our Culture and Values At Fastmail, our guiding principles shape everything we do: We are good internet citizens — we believe in open protocols, sharing technology, and fostering good relationships. We build the future — we are leaders in our industry, and build or improve standards and technology to further that. We seek understanding — we are curious and seek deep understanding of our systems. We value discussion — we reach agreement through constructive, iterative collaboration. About the role As a Tier 3 Support Agent, you'll be our go-to expert for the toughest technical challenges. Your responsibilities include: Resolving complex technical escalations while providing exceptional customer support across multiple channels, including email and social media. Providing technical expertise for complex problems, advanced troubleshooting, root cause analysis, log interpretation, and deep product knowledge. Exercising sound judgment and independently handling sensitive situations. Coaching Tier 1 and Tier 2 support agents, helping develop their technical skills and customer service capabilities. Protecting customer security and privacy, identifying suspicious activity, preventing abuse, enforcing verification protocols, and ensuring strict adherence to privacy and legal obligations. Creating and maintaining high-quality documentation, including help articles, internal guides, and technical reports for engineers. Working closely with our global team (US and India) through Slack, email, and daily huddles via Zoom — with occasional flexibility for time zone differences. Building collaborative relationships across the organization, escalating issues to other areas of the organization, including engineering, and following up to ensure resolution. Your work matters to real people and directly influences Fastmail's reputation for technical excellence. When you solve a complex deliverability issue, you're making sure someone's business emails reach their customers and protecting our sender reputation. When you coach a teammate, you're helping them feel confident tackling tough problems, while scaling our expertise. When you document a solution, you're empowering customers to help themselves when they need it, while expanding our team's capacity to serve customers. We love our customers and want to give them the best possible experience. That’s where you come in! This role may be great for you if you have: Five years of experience in customer-facing tech support, including at least one year resolving escalated issues. Advanced knowledge of email systems. This includes 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. Bonus points if you have: A diploma, Bachelor degree, or equivalent. Experience working with a privacy-focused, security-conscious information technology organisation. Salary, award, and working hours Your annual salary will be $111,623 plus 12% superannuation for a total package of $125,018 . At Fastmail we have implemented transparent non-negotiable pay levels across all roles. We provide annual increases in July. This is a hybrid role, working Monday through Friday. You’ll work from our Melbourne CBD office three days per week (Every Monday, Thursday, and one other day as agreed by the team — currently Wednesday), and you’ll have two optionally remote working days. Your total working hours each week will be 37.5 hours: 7.5 hours per day plus a 30-minute unpaid lunch break. This position falls under the Professional Employees Award 2020. Our application process When you apply, you'll complete some screening questions. Shortlisted candidates will receive a written assessment to showcase technical skills and customer support expertise, followed by an interview over Zoom. If this goes well, we will invite you to an interview at our office in the Melbourne CBD. Final candidates will be asked to complete reference and police checks before an offer is made. Please note that we will always email you with an update on your application, even if you aren't successful. If you don't see a message from us, check your spam folder. You may wish to whitelist @ .workablemail.com now to ensure you don't miss a message from us. Fastmail is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, color, religion, age, pregnancy, gender identity or expression, disability, or sexual orientation. Please note that we cannot provide visa sponsorship for this role — you must already have the right to work in Australia. Ready to apply? If you're a skilled problem-solver who cares about people as much as you care about technology, we'd love to hear from you!