Our Deliverability Advisors, together with our Sales and Support team in Cebu, cover customer relationships, sales, billing, and everything else that can be handled from a known SOP. Everything outside that — deliverability problems that don't fit the playbook, integration breakage, anything not yet scripted — needs someone who can translate between sales/support and tech. That's this role.
As our internal tooling matures, more of what lands on your desk today will be covered by an SOP tomorrow. Your day-to-day will keep evolving: routine cases keep migrating away from you, while your own knowledge and experience grow to take on the more complex ones that are left. Your feedback is the input to that improvement loop — the more you feed back into it, the faster the boring, repetitive part of the job moves off your desk, keeping your work on the happy path: fresh, never repetitive.
We want fresh, ambitious people with a startup mindset. If this looks like a job to you — clock in, clock out — this is not the right role for you.
This is an ambitious role: performance is measured on KPIs covering both availability and quality of work.
This is also a path, not a ceiling: TSEs who build up enough of this experience move into engineering roles.
Key Responsibilities
The shape of the job is the same across all of these: get the error reported, identify what class of problem it is, remediate what's in front of you right now, and prepare the final fix — then hand it to engineering to ship. You're the one who turns "it's broken" into a clean, actionable handoff.
Vendor & integration forensics — We plug into several sequencer platforms and email infrastructure. Any of them can misbehave in ways their own support desk never sees. You'll read raw API responses and compare account state across systems to pin down exactly what's failing, apply whatever remediation gets the customer unblocked now, and package the root cause into a handoff engineering can act on immediately.
The silent-failure hunt — The worst problems never throw an error. A flag nobody set, a background job that quietly stops after a handful of failures, a change that looks on the surface like nothing changed. Finding these is real detective work: cross-referencing logs and system state, and noticing what's missing rather than what's obviously broken.
DNS & domain forensics — Two domains can look identically dead from the outside for two completely different reasons. You'll read raw DNS records, registrar data, and auth headers to tell them apart — and sometimes discover a domain a customer assumes is theirs, isn't.
Deliverability analysis — diagnose spam-rate and inbox-placement problems: infrastructure checks, domain reputation, campaign/copy review, and placement tests you design yourself when the standard one doesn't explain what you're seeing.
Turn recurring cases into SOPs — every issue you solve more than once gets documented, so our Sales and Support team in Cebu can handle it directly next time.
Required Qualifications
1–2 years of IT experience, plus relevant education
Strong working knowledge of AI coding agents (e.g. Claude Code, Cursor) — this is core to how the role works, not a nice-to-have
Superb organizational skills — able to hold many loose ends at once without losing the overview
Written English: C1 or above
Spoken English: B2 or above — comfortable holding a full conversation
Willing to relocate to Da Nang, Vietnam, and to transition to a fully on-site setup once our in-person office opens (planned early next year)
Schedule flexibility to cover European and American time zones, outside normal Vietnam office hours
