Technical Support Officer (Onsite Work)
Role Purpose
We are looking for a Technical Support Officer to manage our email infrastructure and CRM systems, ensuring reliable business communications and high email deliverability.
In this role, you'll oversee our SendGrid environment, maintain domain health, support CRM integrations, build and optimise automated email workflows, and troubleshoot technical issues. You'll play a key role in keeping our email systems running efficiently while helping improve campaign performance and overall communication reliability.
Key Responsibilities- Manage and maintain SendGrid accounts and subusers.
- Monitor email performance, including delivery, opens, clicks, bounces, suppressions, and spam complaints.
- Configure and maintain email authentication records (SPF, DKIM, and DMARC).
- Monitor and protect IP and domain reputation to maximise deliverability.
- Support CRM integrations, APIs, and contact synchronisation.
- Build, maintain, and optimise automated email workflows and templates.
- Troubleshoot SMTP, DNS, API, and email tracking issues.
- Work directly with SendGrid Support to investigate and resolve technical issues.
- Prepare weekly and monthly performance reports with insights and recommendations.
- Ensure compliance with GDPR and email marketing best practices.
- At least 2 years' experience using SendGrid or a similar email delivery platform.
- Strong understanding of SMTP, DNS, SPF, DKIM, and DMARC.
- Experience working with CRM platforms and API integrations.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent written and spoken English communication.
- Proficient in Microsoft Excel and Google Workspace.
Desirable Skills
Experience with any of the following would be an advantage:
- HubSpot
- Zapier
- Make.com
- HTML/CSS
- SQL
- Power BI
- Google Analytics
- Supporting UK or US-based clients
What We're Looking For
We're looking for someone who is:
- Highly organised with excellent attention to detail.
- Able to work independently and manage multiple priorities.
- Proactive and solutions-focused.
- A strong communicator who enjoys solving technical challenges.
- Eager to improve systems and continuously optimise performance.
Ideal Background
This role would suit someone with experience as a:
- CRM & Email Automation Specialist
- Email Deliverability Specialist
- Marketing Automation Specialist
- Email Operations Specialist
- CRM Systems Specialist
- SaaS Technical Support Engineer
- Technical CRM Specialist
If you have experience managing email platforms, improving deliverability, supporting CRM systems, and troubleshooting technical issues, we'd love to hear from you.