Application Administrator I - 3rd Shift Weekends

We are in need of someone who has open availability from Friday-Tuesday, 12am-9am.

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 we’ve developed are open source (https://github.com/mailgun). We move fast and don’t 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

Preferred

• Email and deliverability knowledge
• 2+ years of experience in providing customer support via multiple social media channels

Benefits

• 5+ weeks PTO (treat yo’ self)
• 8 paid holidays
• 100% Dental, Medical, and Vision coverage for employees
• Life insurance
• Weston Centre Member Card for exclusive restaurant & hotel discounts in San Antonio
• On-site gym at San Antonio office
• Exclusive Gold's Gym membership discounts
• 12 weeks paid Maternity Leave for birth mothers
• 4 weeks paid Parental Leave for parents, including through adoption or foster care
• 401k with employer match
• 24/7 parking for downtown San Antonio office
• Limitless supply of TopoChico