Technical Support Specialist - Tier 2

About Us
Jango Mail is a high-volume email marketing service provider helping clients send millions of messages on a daily basis. Our infrastructure spans Microsoft SQL Server, Linux-based email sending servers across multiple cloud platforms, Amazon Web Services, and a suite of internal .NET applications.

We are seeking a Tier 2 Technical Support Specialist to ensure our systems run smoothly in a 24x7 environment. This role combines some database administration, email system operations, client services, and general infrastructure oversight. The position is hands-on, but also requires ownership of day-to-day stability and client satisfaction.

Key Responsibilities
Database Administration

• Manage and assist with Microsoft SQL Server environments.
• Run reporting queries for customers and support staff.
• Troubleshoot and resolve database issues in production and test environments.

Client Services & Operations

• Serve as an escalated point of contact for client requests and technical support tickets.
• Coordinate with internal teams to resolve issues related to deliverability, list management, and platform usage.
• Test and validate changes, patches, and system updates.
• Document support processes and maintain operational runbooks.

Email Systems & Infrastructure

• Help manage email delivery platforms hosted on Linux servers across multiple cloud providers.
• Troubleshoot DNS and delivery issues for users.
• Monitor deliverability, bounce handling, and abuse/spam complaints.
• Help with managing servers within an Amazon Web Services environment.
• Ensure uptime and smooth operation of in-house .NET applications (no development required, but operational oversight expected).

Desired Qualifications

• 1-2+ years of SQL Server experience (administration basics and T-SQL knowledge).
• Familiarity with Linux server administration in cloud hosting environments.
• Familiarity with email related components such as SMTP, API, and DNS records.
• Experience managing client services/support operations (ticketing systems, client communications).
• Experience with cloud services providers (AWS and remote server providers).
• Knowledge of basic HTML and CSS.
• Strong troubleshooting and problem-solving skills.
• Willingness to learn and develop skills in database and server administration; use of SQL; and bulk email sending best practices.

We are based in Dayton, OH. This is an in-office position with standard workdays and periodic on-call rotation for after hours emergency support tickets.