Customer Support Agent

✨ What you’ll be working on

Fastmail is hiring a Customer Support Agent to join its remote support team in India.

This is a hands-on support role where you’ll help customers solve problems, answer product questions, and troubleshoot technical issues. Most customer conversations happen through written support, so clear and thoughtful communication is a big part of the job.

You’ll also get to learn the technical side of email, including areas like IMAP and DNS, while working with a global team.

What You’ll Do

• Help customers solve product and technical issues with clear, helpful responses.
• Troubleshoot problems, reproduce issues, and escalate complex cases when needed.
• Respond to incoming customer queries through different support channels, with a strong focus on written communication.
• Learn Fastmail’s products, support tools, and documentation.
• Keep up with product updates and common customer issues.
• Write and update help articles, internal documentation, and standard support responses.
• Help prevent spam, phishing, and abuse while following privacy and security best practices.
• Work remotely with team members in Australia and the United States through Slack, email, and Zoom.
• Take part in team activities and opportunities to grow your support skills.

What They’re Looking For

You could be a good fit if you enjoy helping people and don’t mind digging into technical problems to figure out what’s actually going wrong.

You should have:

• At least 1 year of experience supporting customers through email in a similar customer or technical support role.
• Strong written communication skills.
• Good problem-solving and troubleshooting ability.
• Patience, compassion, and a positive approach when working with customers.
• Confidence reading documentation and learning technical concepts independently.
• Experience using ticketing or helpdesk software. Zendesk experience is a plus.
• The ability to work well with a remote, collaborative team.

Nice to Have

• A diploma, bachelor’s degree, or equivalent qualification.
• Experience with a privacy-focused or security-conscious technology company.
• An interest in email and calendar technologies.

You don’t need to match every single preferred qualification. Fastmail encourages candidates with relevant experience and an interest in the role to apply.

Salary & Working Hours

The role has a base salary of ₹14,36,186, with additional premiums for weekend work.

Because the regular schedule includes both Saturday and Sunday, the listed annual salary is ₹16,51,614.

This is a 40-hour-per-week role. You’ll work five fixed days each week: three weekdays plus Saturday and Sunday, for 8 hours per day including a 30-minute paid lunch break.

Benefits

• Four weeks of paid time off
• Paid sick leave
• Paid holidays
• Parental leave
• Paid sabbatical for long-term employees
• Professional development opportunities

Who Can Apply?

This remote role is open to candidates currently residing in Karnataka or Kerala, India.

You must already have the legal right to work in India. Visa sponsorship is not available for this position.

Hiring Process

The application starts with a few screening questions.

Shortlisted candidates will complete a written customer support assessment followed by a Zoom interview. Candidates who move forward will have a second Zoom interview and another written assessment.

Final candidates will go through reference and background checks before an offer is made.

Applications close August 9, 2026. Fastmail reviews applications as they arrive, so applying early may be worthwhile.