Engineer – Mail Support
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Job Description
Engineer providing L2/L3 mail support services in Brazil. Responsibilities include incident triage, troubleshooting, and collaboration with cross-functional teams.
Responsibilities:
- Provide L2/L3 support for mail services in the region, including incident triage, troubleshooting, and resolution.
- Manage mail-related service requests (provisioning, configuration changes, access, routing, and policy enforcement).
- Perform root-cause analysis for recurring mail issues and implement corrective/preventative actions.
- Execute and validate changes (maintenance, configuration updates, and migrations) following change governance.
- Maintain operational documentation, runbooks, and knowledge articles.
- Collaborate with identity, network, security, and endpoint teams to resolve cross-domain issues.
- Monitor service health and capacity; take proactive measures to prevent incidents.
- Support audit and compliance requirements for mail systems (retention, eDiscovery, security controls).
Requirements:
- Strong troubleshooting skills for enterprise email systems and mail flow.
- Knowledge of Exchange Online / hybrid mail concepts and supporting components (DNS, SMTP, certificates).
- Understanding of identity and access dependencies (e.g., authentication, conditional access concepts).
- ITSM discipline and comfort working in ticketing and on-call/escalation models.
- Ability to write clear technical documentation and communicate incident status.
- PowerShell skills for mail administration and automation.
- Experience with Microsoft 365 security/compliance features impacting mail (DLP, retention, transport rules).
- Experience supporting multi-geo or multi-tenant environments.
- 4+ years in messaging/email engineering or platform support.
- Experience in enterprise operations with change and incident management.
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