Lead SME (Email Abuse)

Role Summary:

The Subject Matter Expert (SME) Mail Operations will serve as a technical and operational expert supporting email operations spam/abuse mitigation and Trust & Safety workflows. The role will be responsible for handling complex and escalated cases providing subject matter guidance to analysts monitoring emerging email abuse trends and supporting operational excellence in a 24x7 environment.

Key Responsibilities:

• Act as the Subject Matter Expert for email operations spam phishing spoofing abuse and related Trust & Safety workflows.
• Provide real-time guidance and support to analysts in handling complex high-risk and escalated email abuse cases.
• Review complex cases and ensure decisions are aligned with defined policies procedures and security protocols.
• Monitor trends related to spam phishing spoofing malware account abuse and other forms of email-based threats and identify emerging patterns.
• Support incident investigations root cause analysis (RCA) and corrective/preventive actions for operational and quality issues.
• Conduct regular knowledge-sharing coaching calibration and refresher sessions for analysts to improve process understanding and decision accuracy.
• Support Team Leaders and Operations Managers with quality productivity SLA and operational performance insights.
• Leverage Splunk and other relevant tools to monitor operational trends investigate incidents track KPIs and generate actionable insights.
• Demonstrate a strong understanding of SPF DKIM DMARC SMTP email headers and email infrastructure to support investigations and troubleshooting.
• Identify process gaps and recommend process improvements automation opportunities and workflow optimizations.
• Support the development and maintenance of SOPs process documentation knowledge articles and troubleshooting guides.
• Participate in calibration sessions and quality reviews to drive consistency and accuracy across the team.
• Partner with cross-functional teams including Trust & Safety Security Engineering Product Quality and Operations to resolve complex issues and improve workflows.
• Support new-hire training nesting upskilling and ongoing capability-building for the operations team.
• Stay current on evolving email threats abuse patterns authentication standards and industry best practices and translate relevant insights into operational improvements.
• Support 24x7 operations including shift-based activities escalations and critical incident management as required.

Qualifications :

• 4 years of experience in email operations Trust & Safety email security SOC cybersecurity operations or a related domain.
• Strong understanding of SMTP SPF DKIM DMARC email headers DNS and email infrastructure.
• Hands-on experience with Splunk including dashboard usage log analysis monitoring and investigation.
• Strong knowledge of spam phishing spoofing malicious emails email abuse and threat vectors.
• Demonstrated experience handling complex investigations escalations and incident analysis.
• Strong analytical and problem-solving skills with the ability to identify patterns and determine appropriate actions.
• Experience conducting RCA trend analysis quality reviews and process improvement initiatives.
• Strong communication and stakeholder-management skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Ability to work independently make sound decisions and provide real-time operational guidance in a fast-paced environment.
• Experience working in a 24x7 operational setup is preferred.

• Preferred Skills:

• Experience in email security cybersecurity Trust & Safety or abuse prevention.
• Knowledge of SIEM tools threat intelligence log analysis and security monitoring.
• Familiarity with automation scripting or data-analysis tools.
• Experience working with large-scale email platforms or cloud-based email environments.
• Relevant certifications in cybersecurity email security or cloud technologies would be an advantage.

Remote Work :

No

Employment Type :

Full-time