Remote Technical Support Lead Deliverability & Reliability

Mosaec; Zürich; Hybrid; CHF 23,000 - 37,000; Full time

Benefits offered by this job

Remote work

Flexible schedule

Autonomy

Job summary

Mosaec is hiring a technical customer support professional to own the support experience for QuickMail and Mailflow. You will be the first and last point of contact, solving complex issues, and communicating with engineering and leadership to drive product improvements.

The role emphasizes autonomous work across time zones, with a focus on deliverability, DNS setups, and campaign configuration. You will refine support processes, maintain guides, and contribute to a fast-paced, remote team

Qualifications

• Proven ability to handle technical customer issues with minimal guidance.
• Strong written and verbal communication, with customer empathy.
• Ability to diagnose issues by reviewing logs, dashboards and QA steps.

Responsibilities

• Own prioritization of daily support tasks and manage Help Scout queue.
• Inspect support dashboard, diagnose issues, and drive to resolution.
• Review fraud alerts; disable scam accounts and protect platform stability.
• Engage with customers on calls to build rapport and set up success.
• Improve AI support by auditing answers, updating docs, and writing tests.
• Gatekeep releases, report bugs with steps to reproduce and screenshots.
• Lead weekly team meetings and track KPIs in MonsterOps.

Skills

Technical support

Communication

DNS records

Empathy

Tools

Helpscout

GitHub

Postmark

Slack

Telegram

MonsterOps

Outline

MxToolbox

VS Code

Claude

Job description

Mosaec is hiring a technical customer support professional to own the support experience for QuickMail and Mailflow. You will be the first and last point of contact, solving complex issues, and communicating with engineering and leadership to drive product improvements.

The role emphasizes autonomous work across time zones, with a focus on deliverability, DNS setups, and campaign configuration. You will refine support processes, maintain guides, and contribute to a fast-paced, remote team