Tech Support Analyst – Deliverability Team

???? Location: Noida, Uttar Pradesh (Hybrid)
???? Job Type: Full-time
???? Benefits: Health Insurance | Work from Home (2 Days/Week)

About Brevo

Brevo is a fast-growing Customer Relationship Management (CRM) suite designed to help organizations connect with customers through cutting-edge marketing and sales tools like Marketing Automation, Email, SMS, WhatsApp, and Chat.

With over 500,000 businesses in 180 countries, including Louis Vuitton, Carrefour, eBay, and Michelin, trusting Brevo’s technology, we continue to expand and innovate.

In 2023, Brevo achieved €142 million in ARR, growing 40% YoY, with a global workforce of nearly 1,000 employees.

About the Role

As a Tech Support Analyst in the Deliverability Team, you will ensure that customers receive the best possible support in overcoming technical challenges.

Key Responsibilities

✔ Analyze and resolve technical issues reported by the Customer Care Team (Level 1).
✔ Set and monitor SLAs (response time, quality of responses, etc.).
✔ Provide the right tools and procedures to maintain the highest level of tech support.
✔ Collaborate with Technical Managers & Product Owners to categorize & prioritize tech tickets.
✔ Work with the Tech Team to track product fixes, feature requests, and update customers.
✔ Actively collaborate with Tech Support Team to drive process improvements.
✔ Quickly learn new technical skills related to new product releases.

What Will Contribute to Your Success

Experience & Qualifications

✅ Minimum 2 years in Tech Support / L2 profile.
✅ Strong understanding of SPF, DKIM, and DMARC protocols (setup, configuration, troubleshooting).
✅ Knowledge of DNS records (MX, TXT, A records) for email authentication.
✅ Experience troubleshooting SMTP (Simple Mail Transfer Protocol) errors.
✅ Knowledge of IP/domain reputation concepts and providers.
✅ Basic understanding of email headers and their significance.
✅ Familiarity with network diagnostic tools (e.g., dig, nslookup, host).
✅ Experience with monitoring tools (good to have).
✅ Strong analytical & problem-solving skills.
✅ KPI & SLA management experience.
✅ Excellent communication skills.

Interview Process

1️⃣ HR Screening (20 mins)
2️⃣ Technical Team Interview (60 mins)
3️⃣ Technical Manager Interview (60 mins)
4️⃣ Final HR Round (30 mins)

What We Offer

✨ Hybrid Work Model – 2 days of WFH per week.
✨ Professional Growth – Career progression opportunities in a fast-growing global company.
✨ Modern Office Perks – Central office location, free fruits & drinks, fun activities.
✨ Excellent Referral Program – Employees receive a ₹1.5 Lac gift item (bike, flight tickets, etc.).
✨ Competitive Compensation – Earn 1.4x salary for working on holidays/weekends (critical tasks).
✨ Work-from-Home Setup Support – Budget for home workspace.
✨ Comprehensive Medical Insurance – Coverage up to ₹10 Lacs.
✨ Tax-Saving Benefits – Employee-friendly compensation structure.
✨ Global Offsite & Inter-Office Trips – Bi-annual company trips (when possible).
✨ Engaging Work Culture – Virtual festivals, birthday celebrations, team outings & parties.