Brevo (formerly Sendinblue)

Technical Support Analyst (Hybrid Policy)

Technical

Noida, Uttar Pradesh

Full-Time

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 2-4 years of experience in Tech Support/L2 profile

Knowledge of basic network diagnostic tools such as dig, nslookup, and host.

Knowledge about API methods and HTTP response codes (2XX, 4XX, 5XX)

Knowledge of Databases (MySQL/MSSQL/Oracle, Mongo would be preferred)

Understanding of email authentication 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.

Empathy for our clients and owners in solving their issues

Excellence in bug troubleshooting & Knowledge of JSON/XML

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 (formerly Sendinblue)

The smartest and most intuitive all-in-one marketing platform for growing businesses.

GenderScore

Pacemaker

Founded in 2012, Brevo has a mission to make the most effective marketing channels accessible to all businesses. They are already supporting over 300,000 active users across 160 countries. With headquarters in Paris, they also have offices in Seattle, Berlin, Noida, Sofia and Toronto. Sendinblue is truly committed to make their company an inclusive one. They stand-out by building their DE&I strategy listening to the ones who will most benefits from it: their employees. They also scored 77 in terms of Work-Life balance in our #GenderScore. And last year only, 22% of women were promoted! With 20% of women in Tech roles, they are looking to welcome more and more women into their Tech team. You could be one of them!