Engineer — Mail Support

Key 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).

Required Qualifications / Skills
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.

Preferred Qualifications
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.

Experience
4 years in messaging/email engineering or platform support.
Experience in enterprise operations with change and incident management.

Working Model & Coverage (template)
Region: Brazil
On-call/after-hours: As required for major incidents and planned changes
Collaboration: Works closely with Service Management Security Network Identity and Vendor partners