Technical Support Analyst

Job Description

Brevo, formerly known as Sendinblue, is the leading customer relationship management (CRM) suite designed to fully cultivate long-term customer relationships to empower businesses and expand in a fast-changing digital world. Brevo makes it simple and accessible for businesses to grow their customer relationships with intuitive and scalable marketing and CRM tools such as Email, SMS, WhatsApp, Chat, Marketing Automation, Meetings, and much more. As a proud B Corp certified company, we are committed not only to performance but also to purpose—meeting high standards of social and environmental impact. We are a rapidly growing team of more than 800+ employees, representing over 67 nationalities spread across eight offices in Paris, Berlin, Sofia, Noida, Bengaluru, Seattle, Vienna, and Toronto. At Brevo, all Brevonauts evolve in a multicultural, caring, and flexible environment. We are an international team composed of tech & non-tech profiles looking for talents that share our values: empower the customer, build up together, impact first, humbly open, and people company. 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: Analyse 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 a process to ensure the best quality tech support Work with the Technical Managers and the Product Owners to categorise and prioritise 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 What will contribute to your success: Minimum 2 years of experience in Tech Support/L2 profile Ability to read and understand code in any programming language, along with hands-on experience using Git Knowledge about API methods (GET/POST/PUT/DELETE) and HTTP response codes (2XX, 4XX, 5XX) Knowledge of Databases (MySQL/MSSQL/Oracle, MongoDB would be preferred) Knowledge of JSON/XML, Good to know any monitoring tool Knowledge of any web developer tool (Inspect Element) Knowledge of basic terminal commands (like cd, grep, cat, mv, rm, etc) 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 (15 mins) Round 2 - Technical Interview (60 mins) Round 3 - Hiring Manager Interview (45-60 mins) Round 4 - HR round (30 mins) What we offer: A unique opportunity to join an international and collaborative startup environment in a hyper-growth context Hybrid working with 2 days of work from home. The chance to grow your professional and technical skills, with actual room for career progression A modern office in a central location with free fruits and drinks, and a lot of fun activities Excellent referral program where employees can choose a gift item worth 1.5 lac, including a bike, flight tickets, and many more. 1.4 times your day salary if you're working on any week off or holiday due to critical tasks or issues An umbrella of leaves and holidays Budget to support your workspace at home Medical insurance of INR 10 lakh 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 and Birthday celebrations, Team parties, and 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. Brevo values work-life balance and offers flexible working hours and remote work. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.