Agent – Mail Operations (2+ Years Experience)
Role Summary:
Support email operations, spam/abuse detection, and Trust & Safety workflows to ensure a secure, reliable, and high-quality email ecosystem.
Job Description
Key Responsibilities:
- Monitor and investigate inbound/outbound email traffic for spam, phishing, spoofing, and abuse patterns
- Perform log analysis using Splunk to identify anomalies, suspicious behavior, and emerging threats
- Execute mitigation actions (blocking, quarantining, escalation) in line with defined SOPs
- Validate email authentication protocols (SPF, DKIM, DMARC) and flag discrepancies
- Support incident response by documenting findings, maintaining audit trails, and escalating critical risks
- Adhere to SLAs, quality benchmarks, and compliance standards in a 24x7 operational environment
- Collaborate with internal teams and external vendors for issue resolution and trend tracking
Required Skills & Qualifications:
- 2+ years of experience in email operations, Trust & Safety, or SOC environments
- Working knowledge of SMTP, SPF, DKIM, DMARC, and email delivery infrastructure
- Hands-on experience with Splunk for log analysis
- Strong analytical, investigative, and problem-solving skills
- Ability to work in shifts within a 24x7 environment
All your information will be kept confidential according to EEO guidelines.
Skills Required
- 2+ years of experience in email operations, Trust and Safety, or SOC environments
- Working knowledge of SMTP, SPF, DKIM, DMARC, and email delivery infrastructure
- Hands-on experience with Splunk for log analysis
- Strong analytical, investigative, and problem-solving skills
- Ability to work shifts in a 24/7 operational environment
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
