Technical Support Analyst

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