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

Job Brief

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.

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 24x7 on-call rotation during scheduled periods.

Requirements

• Advantageous Skills and Experience
• • Hands-on experience installing, configuring, upgrading, and troubleshooting Zimbra servers,
• including multi-server deployments and migrations.
• • Familiarity with the components behind Zimbra: Postfix, OpenLDAP, MariaDB/MySQL, Jetty, Nginx
• proxy, and search indices.
• • Email security and deliverability: SPF, DKIM, DMARC, TLS, spam and malware filtering, and blacklist
• remediation.
• • Identity and access: Active Directory or OpenLDAP integration, SAML/OAuth SSO, and two-factor
• authentication.
• • Customer service experience, plus experience with customer management, case tracking, and bug
• tracking systems (for example Salesforce and Jira).
• • Scripting or programming in Python, Perl, Java, or Bash for automation and diagnostics.
• • Network hardware and infrastructure: firewalls, load balancers, SANs, and virtualization or cloud
• platforms (VMware, KVM, AWS, Azure).
• • Experience with containers, configuration management, or monitoring and log analysis tools.
• • Comfort using AI-assisted tools for log analysis, research, and knowledge base drafting, with sound
• judgment on accuracy and customer data handling.

Skills