Acoustic Hiring for Support Email Delivery Analyst at Pune, Maharashtra, India Full Time

Job Description

The Job:
As a Deliverability Analyst at Acoustic, you will join a customer-centric team focused on providing an exceptional support experience to our customers. Acoustic is bringing cutting-edge technology to the marketing technology space, leveraging AI to bring human-centered solutions to our customer’s biggest marketing challenges. This role provides an exciting opportunity to leverage your technical expertise and customer service skills to analyze, troubleshoot, and resolve issues pertaining to the Acoustic ecosystem of products. What You’ll Do:

• Develop a deep technical understanding and become certified on Acoustic Campaign.
• Serve as a subject matter expert on email deliverability.
• Analyze and advise clients on email reputation, ramp up, throttling, related metrics/bounces, authentication and MTA configurations.
• Analyze, investigate, troubleshoot, document and track Deliverability support cases and service engagements from initial response through resolution.
• Provide input into root cause analysis documentation.
• Observe trends in customer deliverability patterns, identify areas for improvement or initiate proactive measures.
• Be active in the email service/deliverability community with other industry experts. Ensure Acoustic is up to date in the latest email deliverability trends, compliance regulations and strategies. (This may include representing Acoustic in industry groups).
• With a focus on customer experience, simplify complex technical information to effectively communicate with the end user.
• Prepare FAQs, upgrade notes, knowledge base articles and other support documents to expand support effectiveness and efficiency.
• Follow guidelines, best practices and processes for case handling, including SLOs, SLAs, NPS metrics.
• Participate in an on-call rotation that will include holidays, after hours and weekends.

The Essentials:

• 3+ years of experience in an email deliverability support role for an enterprise software company, driving resolution of email delivery issues and deliverability services for senders.
• Proficient with email authentication configurations/protocols and MTA/VMTA settings.
• Proficient in email sender reputation.
• Understanding of web systems and integrations (physical, logical, hardware, software).
• Formal training in web technology and academic understanding of applications and code.
• Strong analytical and problem-solving skills.
• Service-minded and customer-focused attitude.
• Ability to achieve performance targets with minimal supervision.
• A collaborative, teamwork and learning mind-set.
• Very good communication skills in English, both spoken and written.
• Experience with environment configuration and troubleshooting.
• Tier 2 or Tier 3 technical support experience or Services experience
• Bachelor’s degree.

Nice to Have:

• MAAWG Member & Participant
• Publicly published deliverability and/or email industry related content.
• Experience with web applications, digital marketing solutions, content management systems or analytics software.
• Coding skills in any language.

About Acoustic:
Acoustic is an independent marketing cloud with the open platform needed for success in a dynamic world. We’re reimagining marketing technology by lessening the burdens of repetitive tasks and equipping marketers with powerful technology that is simple and easy to use. We give marketers more time to do what really matters—to think bigger and put themselves back into the work. We help marketers aim higher, bringing humanity back into marketing. Acoustic serves an international client base of more than 3,500 brands, including Fortune 500 companies, providing digital marketing, marketing analytics, content management, personalization, mobile marketing, and marketing automation solutions. For more information, visit www.acoustic.com.

Acoustic is proud to be an equal opportunity employer. We value diversity and are committed to providing an inclusive environment for everyone. All employment is decided on the basis of qualifications, merit, and business need.