Technical Escalations Support Engineer (Onsite - Hyderabad)

Uplers; Hyderabad; On-site; INR 1,200,000 - 2,300,000; Full time

Job summary

Uplers is seeking a Technical Escalations Support Engineer to join a B2B SaaS client team in Hyderabad. You will resolve complex post-sales issues, conduct log analysis, and coordinate with Cloud Operations and Engineering to ensure service continuity.

Role requires deep investigation, strong email knowledge (SMTP/IMAP/POP3) and DNS authentication. Office-based with potential hybrid transition; UK business hours alignment may apply during peak periods.

Qualifications

• 5+ years in technical support engineering or similar IT role.
• Strong knowledge of email protocols: SMTP, IMAP, POP3 and DNS/MX.
• Experience with email authentication: SPF, DKIM and DMARC.
• Experience with open-source logging/monitoring tools (OpenSearch/Kibana).
• Exposure to ISP/hosting environments or telco providers is a plus.
• Proficient with Jira/Confluence and Zendesk for issue tracking.

Responsibilities

• Own complex escalated tickets end to end across mail delivery and performance.
• Perform log analysis and email tracing using OpenSearch/Kibana and server logs.
• Investigate and remediate server-side issues via command line and SOPs.
• Triage compromised accounts and support incident response processes.
• Escalate to Cloud Operations or Engineering with clear RCA-style reports.
• Deliver customer-facing technical communications and root-cause analyses.
• Participate in on-call rotations and post-incident reviews.
• Contribute to SOPs and knowledge base updates with new findings.

Skills

AWS

Email server platforms

ISP/hosting experience

Telco experience

DKIM/DMARC knowledge

DNS firewall

IMAP/SMTP knowledge

Tools

Jira

Confluence

Opsgenie

Zendesk

OpenSearch

Kibana

MySQL

Job description

Experience: 5.00 + years

Salary: Confidential (based on experience)

Expected Notice Period: 30 Days

Shift: (GMT+05:30) Asia/Kolkata (IST)

Opportunity Type: Office ()

Placement Type: Full Time Permanent position(Payroll and Compliance to be managed by: A B2B SaaS company)

(*Note: This is a requirement for one of Uplers' client - A B2B SaaS company)

What do you need for this opportunity?

Must have skills required:

AWS services or AWS certification;, email server platforms, Experience at an ISP, hosting company, Jira and confluence, Opsgenie, support tooling such as Zendesk, Telco, DKIM, DKIM and DMARC, Dns firewall, Dns support, IMAP, Imap migration, Imap/pop3, SMTP

A B2B SaaS company is Looking for:

Technical Escalations Support Engineer

Reporting to Technical Escalations Team Leader

Overview

The Customer Success function owns AM''''s post-sales customer activities, maintaining technical and commercial customer relationships, managing customer projects, and providing technical support and communications. Support operates in tiers: L1 and L2 engineers handle frontline customer contact, and the Technical Escalations Team (L3 Support) is the technical escalation tier that investigates and resolves the issues they cannot. Where a fix sits beyond the team''''s remit, the issue is documented and support information escalated it to Cloud Operations or Engineering. Email Specialists are a separate specialised group under the CTO handling abuse, configuration and remediation work.

Purpose

The Technical Escalations Support Engineer is a technical, investigative role responsible for resolving the most complex customer issues escalated from frontline support - delivery failures, sync issues, missing mail, login problems and webmail performance among them. Where resolution requires platform or product changes, the engineer builds a well-evidenced case and escalates it to Cloud Operations or Engineering.

The role combines deep log analysis and server-side investigation with clear customer-facing technical communication, and contributes to incident response, problem management and the team''''s knowledge base. It is an individual contributor position with no supervisory responsibilities.

Hours of work

• Initially this role will be working from an office located in/near Hitec City with the future potential to transition to hybrid or remote work.
• Full-time, primarily UK business hours. Shifts may vary on a rotational basis where required.
• Additional hours or availability may be required during peak periods or to meet operational needs.
• During the initial training period, flexible hours will be required for crossover with teams in other time zones.
• The role includes participation in the engineer on-call roster for priority 1 incidents, once established in the role.

Key Accountabilities

• Own complex escalated tickets end to end, including delivery failures, sync issues, missing mail, login problems and webmail performance, driving each to resolution or a quality escalation
• Perform log analysis and email tracing using OpenSearch/Kibana, alq_trace and server-level log searches across MX, CMR and mailstore infrastructure
• Carry out server-side investigation and remediation via the command line in line with standard operating procedures, including mailbox restores, reindexing, quota changes, forwards and account settings
• Respond to and triage compromised accounts in accordance with the escalation matrix
• Undertake deliverability and filtering work, including allow and block lists, ARESentries, rate limiting and spam reclassification
• Escalate and hand off issues to Cloud Operations and Engineering with quality evidence and reproduction detail, respecting the boundary with the Email Specialists team, which sits under the CTO and handles abuse, configuration and remediation
• Deliver customer-facing technical communications, including written root cause analysis (RCA) reports for customers
• Participate in incident response, including P1 support, status page updates and the three-stage communications approach
• Contribute to problem management by identifying recurring issues, raising problem records and linking related tickets
• Contribute to team knowledge by updating SOPs and knowledge base articles when new root causes are found
• Coach and mentor L1 and L2 engineers on technical investigation, once established in the role
• Participate in the engineer on-call roster for priority 1 incidents and escalations, once established in the role
• Work within all legal and ethical boundaries enforceable by law or expected under AM company policy, by AM staff or by the wider community and
• Support successful outcomes for AM by undertaking other duties within the scope of your skills, competence and training as directed by AM leadership.

Mandatory

• A minimum of 5 years'''' experience in technical support engineering, systems administration or a similar hands-on IT role
• Strong working knowledge of email protocols and message flow, including SMTP, IMAP and POP, and of DNS and MX as they relate to mail routing
• Working knowledge of email authentication and deliverability, including SPF, DKIM and DMARC, sender and IP reputation, and blocklists
• Linux system administration skills, including confident command-line investigation on production systems
• Competence with MySQL, including reading and writing queries to support investigation
• Working scripting ability in Bash, Python or similar, sufficient to automate diagnostics and routine investigation tasks
• Ability to analyse logs and interpret results using tools such as OpenSearch, Kibana or equivalent logging and monitoring platforms
• A structured approach to troubleshooting and root cause analysis, isolating faults methodically across complex distributed systems
• High-quality written communication, producing customer-facing RCA reports and clear, well-evidenced engineering escalations
• Demonstrated experience in a customer-facing technical role, serving internal and external customers and
• Ability to work autonomously within a distributed team, with strong communication and collaboration skills.

Desirable

• Experience at an ISP, telco, hosting company or email provider
• Experience with email server platforms (for example Postfix, Dovecot, Exim) and/or cloud hosting environments
• Experience with AWS services or AWS certification
• Knowledge of IT security principles, particularly around account compromise and abuse handling, and of TLS/STARTTLS in mail transport
• Familiarity with support tooling such as Zendesk, OpsGenie, Jira and Confluence
• An IT service management certification such as ITIL, or equivalent experience and