Job Opening for Technical Solutions Engineer (Linux) (Job Code RT 1614)

Responsibilities

• • Respond to customer inquiries by telephone, e-mail, and the case management portal, meeting
• defined SLAs and escalation standards.
• • Diagnose and resolve Zimbra issues across installation, upgrade, migration, configuration, mail flow,
• authentication, performance, and storage.
• • Reproduce customer issues in lab environments, analyze logs and packet traces, and isolate root
• cause across the server, network, and DNS layers.
• • Support secure deployments: TLS certificates, SPF/DKIM/DMARC, anti-spam and anti-malware, and
• single sign-on or directory integrations.
• • Raise, track, and validate bugs and feature requests with Engineering, providing clear reproduction
• steps and supporting evidence.
• • Document every technical inquiry, and author and review knowledge base articles that enable
• customer self-service.
• • Participate in alpha and beta testing of internal products and releases, and give structured feedback.
• • Identify recurring issues and propose automation, diagnostic scripts, or documentation
• improvements to reduce case volume.
• • Collaborate with peers, Engineering, Customer Success, and Account teams through e-mail, chat,
• telephone, and in person.
• • Work flexible schedules covering morning, evening, and weekend shifts to support US and EMEA
• customers, including holidays.
• • Take part in the 24×7 on-call rotation during scheduled periods.

Requirements

• The Role
• We are looking for a motivated, customer-focused engineer to join our Technical Solutions team and
• support customers running Zimbra® on-premises, in private cloud, and in hosted environments. You will
• own technical cases from first contact through resolution, working across email, collaboration,
• authentication, and networking layers to restore service quickly and prevent repeat issues.

Skills