Senior SW Engineer - Big Data/GenAI
•Visa· 1d
🏷️ Data Science⏰ Full-time⭐ Senior💰 $123k-191k🇺🇸 Foster City, USA
1d ago
Fastmail 1·7 days ago
We’re looking for a Tier 3 Support Agent to join the Fastmail team in our Melbourne office.
You’ll be joining our team of friendly experts behind every customer interaction. You’ll spend your days crafting thoughtful responses that solve problems, answer questions, and make people feel genuinely heard. Whether you’re troubleshooting a tricky IMAP configuration or helping someone understand our features, every response you write matters.
Fastmail has been the leading independent email service since 1999, headquartered in Melbourne, Australia, with a global customer base.
Our mission is to make email better. We make email better for our customers by providing the premium email service that people are proud to pay for. And we make email better for the world by leading standards, open source, and advocacy work.
We understand that these aims can only be achieved with a dedicated team passionate about serving our customers, improving our product, and driving the industry forward.
At Fastmail, our guiding principles shape everything we do:
As a Tier 3 Support Agent, you'll be our go-to expert for the toughest technical challenges. Your responsibilities include:
We love our customers and want to give them the best possible experience. That’s where you come in! This role may be great for you if you have:
Preferred qualifications:
Fastmail is committed to providing privacy-focused, reliable email services to customers worldwide. Join a team that values technical excellence, customer satisfaction, and professional growth. You'll work with a distributed team while being based in Melbourne, enjoying the flexibility and autonomy that comes with a senior technical role.
Your annual salary will be $111,623.55 plus 12% superannuation ($13,394.83) for a total package of $125,018.38 (non-negotiable). At Fastmail we have implemented transparent pay levels across all roles. This means you will be paid the same as your peers in a role at the same level. We provide annual increases based on CPI in July.
This is a hybrid role, working 9 AM to 5 PM Monday through Friday. You’ll work from our Melbourne CBD office three days per week (Every Monday, Thursday, and one other day as agreed by the team — currently Wednesday), and you’ll have two remote working days.
Your total working hours each week will be 37.5 hours: 7.5 hours per day plus a 30-minute unpaid lunch break.
You will be covered by the requirements of the Professional Employees Award 2020 in this role.
When you apply, you'll complete some screening questions.
If your application is strong, you will be invited to an interview via Zoom.
Shortlisted candidates will receive a written assessment to showcase technical skills and customer support expertise.
If this goes well, we will invite you to an interview at our office in Melbourne CBD.
Final candidates will be asked to complete reference and police checks before an offer is made.
Please note that we will always email you with an update on your application, even if you aren't successful. If you don't see a message from us, check your spam folder. You may wish to whitelist @.workablemail.com now to ensure you don't miss a message from us.
Fastmail is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, color, religion, age, pregnancy, gender identity or expression, disability, or sexual orientation.
Please note that we cannot provide visa sponsorship for this role — you must already have the right to work in Australia.
If you're a skilled problem-solver who cares about people as much as you care about technology, we'd love to hear from you!