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Engaged Employer

Brevo

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3.9

based on 51 Reviews

1 Brevo Technical Support Analyst Job

Technical Support Analyst - Deliverability

Brevo

3.9

based on 51 Reviews

4-5 years

₹ 9 - 11.6L/yr (AmbitionBox estimate)

Noida

1 vacancy

Technical Support Analyst - Deliverability

Brevo

posted 14d ago

Job Role Insights

Flexible timing

Key skills for the job

Analytical Chemistry SMS Medical Insurance CRM Troubleshooting DNS

+ 3 more

Job Description

Brevo is the leading and fast growing Customer Relationship Management (CRM) suite designed to enable millions of organizations to connect with people using technology for their success.

Our platform gives businesses a unified view of the entire customer journey, empowering them to grow with intuitive marketing and sales tools, including Marketing Automation, Email, SMS, WhatsApp, Chat, and much more.

Today, more than 500,000 businesses across 180 countries, including Louis Vuitton, Carrefour, eBay, and Michelin, trust Brevo s reliable technology and 75+ integrations to deliver unparalleled customer experiences, reduce costs, and drive sales.

Brevo reached 142M ARR in 2023 (40% growth year on year) and has close to 1,000 employees globally.

At Brevo we serve more than 500,000 clients in 6 different languages all over the world. As a Tech Support Analyst in the Deliverability team, you ll be responsible for making sure they get the best help possible when they face technical challenges.

As Tech Support Analyst, you will:

Analyze and fix technical issues reported by the Customer Care Team (Level 1)
Set and monitor the SLAs (response time, quality of the answers, etc)
Provide the right tools and create the process to ensure the best quality tech support
Work with the Technical Managers and the Product Owners to categorize and prioritize the tech tickets
Work with the tech team to track the status of product fixes, and feature requests, and provide consolidated updates to the customers
Actively work with the other Tech Support Team members, discuss the feedback and drive improvements in the current process
Quickly acquire new technical knowledge against new releases.

What will contribute to your success:

Minimum 2 years of experience in Tech Support/L2 profile
Understanding of SPF, DKIM, and DMARC protocols, including setup, configuration, and troubleshooting
Knowledge of DNS records relevant to email authentication (e.g., MX, TXT, A records)
Knowledge of SMTP (Simple Mail Transfer Protocol) and experience troubleshooting SMTP errors
Knowledge of IP/domain reputation concepts and providers
At least basic knowledge of the different email headers and their meaning/usage
Good to know about any one monitoring tool.
Knowledge of basic network diagnostic tools such as dig, nslookup, and host.
Empathy for our clients and owners in solving their issues
Strong analytical and problem-solving skills.
KPIs and SLA management Excellent communication skills

Interview Process:

Round 1 - HR Screening (20 mins)
Round 2 - Technical Team Interview (60 mins)
Round 3 - Technical Manager Interview (60 mins)
Final Round - HR round 30 mins

What we offer:

A unique opportunity to join an international and collaborative startup environment in a hyper-growth context
The chance to grow your professional and technical skills, with real room for career progression
A modern office in a central location with free fruits drinks a lot of fun activities
Amazing referral program where employees can choose a gift item of 1.5 Lac including a bike, flight tickets, and many more.
1.4x times your salary if youre working on any week off or holiday due to critical tasks/issues
An umbrella of leaves and holidays
Budget to support your workspace at home
Medical Insurance of INR 10 Lacs is borne by the company.
An employee-friendly compensation structure that includes Tax saving optional components where the employee can save extra tax
Bi-annual global company offsite; inter-office trips
Virtual Festival Birthday celebrations, Team parties, team-building outings

Brevo puts diversity and inclusion at the heart of its values. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination.

Employment Type: Full Time, Permanent

Read full job description

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What Technical Support Analyst at Brevo are saying

3.0

Rating based on 1 Technical Support Analyst review

Anonymous · IT & Information Security in Noida

Likes

The benefits they provide to their employees, including ESOPs, free cab facilities, and more.

Job security - Good

+2 more

Dislikes

If the company is committed to equality, non-discrimination, and transparency, and if it allows four years to redeem 100% of ESOPs for all employees, then it must grant the same number of ESOPs to every employee. If this is not feasible, at the very least, the company should ensure that all team members receive equal ESOPs, regardless of their position or designation, except managerial or C-level.

Read 1 Technical Support Analyst review