Technical Support Specialist I

Redbrick•Indianapolis, IN

2d•$38,000 - $40,000•Hybrid

About The Position

Delivra is looking for a Technical Support Specialist who’s excited to grow their skills at the intersection of customer experience, data, and digital marketing technology. In this role, you’ll be the first point of contact for client support—helping troubleshoot issues, answer questions, and ensure a seamless experience across our platform. You’ll manage a high volume of tickets with care and efficiency, applying critical thinking to solve problems and communicate clear, timely updates to clients with varying levels of technical expertise. This is a great opportunity for someone early in their career who’s curious, detail-oriented, and eager to learn. You’ll gain hands-on experience with email rendering, data troubleshooting, and automation workflows, while contributing to internal knowledge sharing and process improvements. If you enjoy solving problems, staying organized in a fast-paced environment, and being part of a collaborative, supportive team, you’ll thrive here.

Requirements

Basic understanding of HTML and CSS
Interest in learning how email rendering differs across major email clients (Outlook, Gmail, Apple Mail, etc.).
Strong attention to detail when reviewing formatting and layout
Comfortable working in spreadsheets (Excel or Google Sheets)
Basic understanding of data structure (rows, columns, file formatting)
Comfortable thinking through step-by-step processes and workflows
Ability to learn how automation logic (if/then branches, delays, triggers) functions
Capable of managing multiple priorities in a remote work environment with strong time management and accountability
Ability to communicate timelines, updates, and expectations in an organized and professional manner
Comfortable working independently while staying engaged with a collaborative team
Communicates effectively with clients of varying technical expertise, both verbally and in writing
Contributes proactively to team knowledge and shared goals
Resourceful in researching solutions and asking thoughtful questions when needed
Associate’s or Bachelor’s degree preferred (Marketing, Business, IT, Communications or related field) – or equivalent work experience
0-2 years of customer service, technical support, internship or related experience
Strong written and verbal communication skills.
Demonstrated interest in technology, SaaS, or digital marketing
Comfortable learning new software platforms
High-speed internet and a quiet, remote-ready work environment
Available to attend in-person team meetings in the Indianapolis area approximately once per month

Nice To Haves

Exposure to SQL, SFTP, or data tools is a plus, but not required
Willingness to learn troubleshooting related to data imports and segmentation
Exposure to marketing tools or CRM systems is a plus

Responsibilities

Respond to client support inquiries via ticketing system, email, phone and chat
Review and resolve support tickets that are not fully addressed by the AI chatbot, ensuring accurate follow-up and complete issue resolution
Triage incoming tickets and escalate more complex or technical issues to senior team members when appropriate
Provide clear, professional communication to clients of varying technical experience levels
Analyze unique client scenarios and apply critical thinking to determine appropriate solutions, rather than relying solely on predefined scripts
Document recurring issues and contribute to updating internal and external knowledge base articles
Identify patterns in support inquiries and share observations with the Support Manager to improve processes and automation
Assist with QA testing by validating bug fixes and reporting findings
Monitor client activity and flag potential concerns or opportunities to senior team members
Participate in ongoing training to build skills in HTML, data troubleshooting, and automation workflows
Participate in regular coaching, feedback sessions, and skills development training
Meet established response times and quality standards for client support

Benefits

Competitive compensation and a 401(k) with company contribution
Comprehensive health benefits for you and your family
Generous paid time off, sick & safe time, and bonus “You Days”.
Meaningful paid parental leave that supports every kind of family
Dedicated mental health and Employee Assistance Program support
Monthly wellness reimbursement and annual run sponsorship
Real investment in your growth — internal learning, professional development funding, and career mobility across Redbrick
Financial wellness coaching to support your long-term goals
Flexible work and a home office allowance to set you up for success

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