Technical Escalations Team Leader (Onsite- Hyderabad)

Uplers; Hyderabad; On-site; INR 1,600,000 - 2,500,000; Full time

Job summary

Uplers is seeking a seasoned Technical Escalations Team Leader to oversee end-to-end support for complex email infrastructure issues, deliverability concerns, and authentication configurations. The role combines hands-on technical work with leadership to mentor engineers and improve processes.

You will own major incidents, coordinate cross-functional responses, and drive permanent fixes while maintaining high service levels for B2B customers across regions.

Qualifications

• Deep hands-on expertise in email infrastructure (SMTP, IMAP and POP3) and deliverability.
• Experience leading technical staff and incidents.
• Over 10 years IT background with senior roles.
• Unix-based systems, scripting (bash, Python), AWS.

Responsibilities

• Lead Technical Escalations team to triage Level 3 issues and complex email outages.
• Own and resolve the most challenging escalations and act as final technical authority.
• Coordinate major incidents with calm incident response and root-cause fixes.
• Ensure SLAs and service quality, with documentation and handovers.
• Drive continuous improvements to processes, tooling, and knowledge base.

Skills

Email infrastructure

DKIM DMARC

Unix OS

Scripting

Education

Bachelor's degree in technology

Tools

Postfix

Dovecot

Exim

Job description

Experience

7.00 + years

Salary

INR 1600000-2500000 / year (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:

Experience running email services, strong background in IT, Working knowledge of service management disciplines, DKIM and DMARC, experience with Unix-based operating systems, hands-on expertise in email infrastructure:, IMAP, own and resolve the most complex escalations, POP3, SPF, SMTP

Technical Escalations Team Leader

Reporting to Support Operations Manager EU

Overview

Join our thriving Customer Success team and be part of our journey to create customer-centric services that delight our customers. As a team, we own the entire end-user onboarding and ongoing support experience. We''''re passionate about driving both customer and commercial success. Within AM, we want to foster a culture of a customer-first mindset, in conjunction with iterative innovation, engineering excellence, and flexibility.

Purpose

The Customer Success team is responsible for delivering a high-quality onboarding experience and ongoing support to our customers. The Technical Escalations team is AM's deepest technical tier, handling complex customer issues that cannot be resolved at Level 2. Working directly with consumers and B2B stakeholders, the team provides deep technical troubleshooting, expert analysis, and clear resolution guidance, while maintaining service quality standards. As Technical Escalations Team Leader, you are the final technical authority in the support organisation. You lead the team resolving the most complex and time-sensitive requests escalated from the Technical Resolutions team or received directly from B2B customers, and you personally take the hardest of those escalations yourself. You communicate directly with key stakeholders inside and outside AM, with a focus on delivering effective technical outcomes that delight customers and drive continuous improvement of AM's support processes and documentation.

Role Overview

This is a player-coach role. You will lead the Technical Escalations team to triage and resolve Level 3 technical support requests, including complex email infrastructure issues, deliverability and sender reputation problems, advanced authentication and configuration issues, system-level diagnostics, and issues requiring scripting or deep system access. You will remain hands-on: dissecting logs, message headers and traces, driving root cause analysis, and turning recurring issues into permanent fixes with engineering and product. You will ensure the delivery of timely, accurate, and empathetic support that maintains customer trust, with accurate notation of issues and resolution steps, and clean handover of time-sensitive work to the team in the next time zone.

Key Accountabilities

• Work closely with the Support Operations Manager EU to ensure AM consistently delivers a high-quality, efficient, and timely support service that meets its
• Lead from the front. Personally own and resolve the most complex escalations, and act as the final technical authority before an issue reaches engineering.
• Coordinate major incidents: run customer-facing incident response calmly, drive technical resolution across teams, and follow through on problem management so root causes are fixed permanently.
• Ensure effective rostering is in place to meet all AM support obligations, manage incidents, and maintain service continuity.
• Develop, implement, and monitor service level agreements (SLAs) so external and internal customers receive predictable, consistent, and responsive support.
• Establish and track key success metrics, managing the team to ensure performance standards are met or exceeded.
• Set the technical standard for the team: provide technical guidance and coaching, grow the capability of senior engineers, and maintain high-quality documentation fit for internal staff and for B2B and B2C customers.
• Work closely with team leaders in the Technical Escalations, Technical Resolutions and Customer Care teams in other regions to track and resolve escalated customer incidents.
• Collaborate with Technical Account Managers to ensure customer satisfaction, align support with customer goals and SLAs, and proactively identify opportunities to improve the customer experience.
• Analyse support requests to identify recurring issues, and work with relevant teams to improve systems, processes, and the product itself to reduce support demand.
• Ensure customer data and mailbox access are handled in strict confidence and in line with data privacy standards and AMs security and data-handling obligations.
• Design and implement automation and process monitoring to improve efficiency and consistency of the support experience.
• Conduct all activities in line with the legal, ethical, and professional standards expected of AM staff, adhering to company policies and broader community expectations.
• Contribute to AMs long-term success by undertaking other responsibilities within your skills, training, and capabilities, as directed by AM leadership.

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 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.

Mandatory

• Deep, hands-on expertise in email infrastructure: SMTP, IMAP and POP3, MIME and message headers, SPF, DKIM and DMARC, deliverability and sender reputation, DNS and MX, and TLS. You can diagnose a hard email problem from headers and logs and explain the fix to a customer.
• Demonstrated experience leading and coaching technical staff: setting technical standards, mentoring engineers through capability gaps, and lifting team performance, with evidence of outcomes.
• A strong background in Information Technology of over 10 years, including senior hands-on technical roles.
• Demonstrated experience managing major technical incidents to resolution, including customer-facing communication during incidents and follow-through on permanent fixes.
• Hands-on experience with Unix-based operating systems and systems scripting, including bash, Python, Linux, MySQL and AWS cloud. You have personally written scripts or automation used in production support operations.
• Demonstrated experience developing and managing service level agreements (SLAs) and using data to monitor, report on, and improve support performance.
• Proven ability to lead or contribute to cross-functional initiatives that reduce support demand by improving systems, processes, and products.
• Strong stakeholder engagement and communication skills across technical and non-technical audiences, tailoring communication for internal stakeholders and for business and consumer customers.
• Proven ability to work autonomously in a fully remote, agile and asynchronous environment, with a suitable remote working setup: a dedicated workspace free from background noise and interruption, a reliable fixed-line internet connection, and a stable power supply.
• Strong organisational skills, attention to detail, and the ability to multi-task and meet deadlines.
• A bachelor's degree or higher in a technology-related field, or equivalent experience. Desirable

Desirable

• Experience running email services at scale, including mail server technologies such as Postfix, Dovecot or Exim: architecture, configuration and operation.
• Experience with an Internet Service Provider, telco, hosting or email provider.
• Working knowledge of service management disciplines and the ITIL framework, including incident, problem, change, request and knowledge management.
• Knowledge of networking components and protocols such as DNS, HTTP, TLS/SSL and DAV.
• Experience collaborating with global teams across time zones.
• Demonstrated ability to design and implement SOPs, SLAs, and KPIs to enhance escalation management.
• Familiarity with support tooling such as Zendesk, OpsGenie, Jira and Confluence.