Technical Support Analyst (Hybrid Policy)

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, 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 1-4 years of experience in Tech Support/L2 profile
• Knowledge about API methods (GET/POST/PUT/DELETE) and HTTP response codes (2XX, 4XX, 5XX)
• Knowledge of Databases (MySQL/MSSQL/Oracle, Mongo would be preferred)
• Knowledge of JSON/XML
• 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
• Excellence in bug troubleshooting
• KPIs and SLA management & Excellent communication skills

Interview Process:

• Round 1 - HR Screening (20 mins)
• Round 2 - Technical Interview (60 mins)
• Round 3 - Technical Interview (60 mins)
• Round 4 - Hiring Manager Interview (45-60 mins)
• Round 5 - 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 you're 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 (when the current sanitary situation permits)
• 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.