Technical Support Analyst

B Corp certified

Brevo

500,000 customers

6 languages

Tech Support Analyst

As a 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