Position: Email Deliverability Specialist
Company: SMTP
Category: Support
Experience required: 1y
English level: upper

This job involves reviewing customers’ email streams, detecting delivery or inboxing issues, remediating blocklists, working with ISPs to resolve delivery issues, working with customers to onboard them and to improve their email strategies and making sure they’re using best mailing practices.

Eventually you will do deep dives into data, work with the tech support, sales, operations and dev teams to adjust, optimise and improve the customers’ performance and platform’s mail stream settings and practices.

**What we’re looking for:**
- You like solving puzzles: most of time the issue is not clear-cut so it may take effort to recognise what the problem actually is;
- You are able to interpret data: looking at a spreadsheet or a graph and being able to see the patterns and trends is a must, better yet if you’re able to figure out what additional data you may want to analyze;
- You are able to adapt: deliverability rules are evolving all the time - things that made sense a year ago won’t help today;
- You love working with customers: they have no obligation to know or understand the underlying technologies or motives, so you must be able to communicate clearly and professionally both with technical and non-technical customers;
- You have a solid foundation for advanced knowledge of IT tech: you’ll have to work with emails and their headers, with DNS, spreadsheets, command line shell tools among other things.

**You will:**
- Investigate, diagnose and remediate email deliverability issues by working with customers and with support at ISPs, email blacklists and anti-spam technology providers;
- Research and keep informed on deliverability as a subject matter expert;
- Build and maintain relationships with email service providers;
- Proactively manage IP reputation and deliverability for all of our clients and enforce compliance and best practice sending behaviors;
- Manage internal deliverability tools and the distribution of IP addresses;
- Build and maintain strong relationships with our customers, ISPs, tech support, sales, operations and dev teams;
- Assist technical support team when responding to deliverability related support tickets or customer concerns, being the expert escalation point on specific customer issues;
- Assist with new client on-boarding with regards to deliverability issues;
- Support sales team with deliverability best practice advice and solutions for potential new clients. Attending (pre)sales calls to address issues of said potential new customers.

**Basic qualifications:**
- Experience working in tech customer support, using CRMs and ticketing systems;
- Excellent written and oral communication skills;
- A solid tech foundation: you know what IPs, domains, DNS are and how they’re connected;
- Excellent research and analytical skills.

**If you have these extra skills, please let us know:**
- You have experience working as an email marketer;
- You know how email works, how smtp transactions work, what email headers are, how FBLs and blacklists operate;
- You have a solid understanding of SPF, DKIM, DMARC, BIMI;
- You have an understanding of how scripting works, you’re familiar with shell commands and maybe even some python?
- You have used email check and reputation tools before such as mxToolBox, mailtester, Gmail postmaster, SNDS etc. List others, if you know them!
- You have an understanding of what CAN-SPAM, CASL, CCPA, GDPR and other international regulations that may apply to email are.

**We offer:**
💸 Competitive salary with periodical reviews.
👍 Work on interesting and dynamic projects.
🗽 English classes.
🎓 An active and friendly team of professionals comfortable to work with and achieve your goals!