Operations Support Analyst (SaaS)

TL;DR

Operations Support Analyst (SaaS): Managing email deliverability operations for the Public Portal product with an accent on resolving delivery failures and managing blocked addresses in SendGrid. Focus on triaging Salesforce cases, analyzing delivery patterns, and ensuring seamless communication between users and the system.

Location: Remote Based - US

Salary: $20.00 - $25.00 per hour

Company

A leader in designing and delivering cloud-based government software to improve efficiency and citizen engagement in communities of all sizes.

What you will do

• Monitor and triage email delivery issues reported through Salesforce support cases.
• Use SendGrid administrative tools to identify causes of failures (bounces, blocks, spam) and resolve them.
• Update Salesforce cases with detailed resolution notes and professional communication for customers and engineers.
• Analyze recurring patterns in email failures to identify and flag systemic issues.
• Maintain logs of unblock actions for reporting and trend analysis.
• Meet defined service-level targets for case response and resolution.

Requirements

• 1+ year of experience in customer service, email administration, IT helpdesk, or technical support.
• Proficiency in navigating web-based administrative dashboards and tools.
• Must be based in the US and able to work standard U.S. business hours.
• Strong attention to detail and ability to follow consistent, methodical processes accurately.
• Clear and professional written communication skills.

Culture & Benefits

• Remote work environment.
• Commitment to diversity, equity, and inclusion.
• Opportunity to work with a mission-driven company improving local government infrastructure.