Sr. Product Enablement Specialist

Overview

Manage the operational side of HighLevel's email delivery system, working with technical teams, external providers and customers to troubleshoot issues and improve deliverability and stability.

What you'll do

• Perform routine housekeeping tasks to ensure the email system operates smoothly and efficiently.
• Manage domain configurations, including DNS records, DKIM, SPF, DMARC, and email authentication protocols.
• Oversee IP and IP Pool management to maximize deliverability and system performance.
• Conduct spam analysis, monitor spam filters, and develop strategies to reduce spam issues.
• Monitor and analyze email deliverability metrics, working to improve inbox placement rates.
• Troubleshoot and resolve email delivery issues, including bounce management, sender reputation, and ISP-specific problems.
• Maintain detailed documentation of email infrastructure, best practices, and compliance standards.
• Proactively identify potential issues and implement preventive measures to ensure system stability.
• Collaborate with external email service providers and deliverability platforms to resolve issues and enhance performance.

What you'll need

• 5+ years of experience in email deliverability, email marketing, technical support, or an equivalent customer-facing role.
• Hands-on experience with email authentication protocols such as DKIM, SPF, DMARC, and DNS management.
• Strong understanding of email infrastructure, including IP and IP Pool management.
• Proven experience with spam analysis, spam filters, and deliverability troubleshooting.
• In-depth knowledge of email deliverability metrics, bounce handling, and sender reputation management.
• Familiarity with email service providers (ESPs), deliverability monitoring tools, and email analytics platforms.
• Ability to troubleshoot complex email delivery issues and coordinate with external providers and ISPs.
• Excellent documentation skills and attention to detail.
• Strong analytical and problem-solving skills.
• Effective communication skills to explain technical concepts to non-technical stakeholders.
• Proactive mindset with the ability to anticipate and prevent potential issues.
• Experience working in a fast-paced environment with evolving email industry standards.

Nice to have

• Knowledge of industry regulations such as CAN-SPAM, GDPR, and CCPA.
• Empathy and patience when guiding customers through email configuration and troubleshooting processes.
• Ability to work independently and manage multiple customer relationships effectively.
• Collaborative attitude and team-oriented approach to work with cross-functional teams.
• Strong organizational and time management skills to prioritize tasks effectively.
• Customer-centric approach with a passion for helping clients achieve optimal email performance.
• Continuous learning mindset to stay updated with the latest trends, tools, and best practices in email deliverability.

Details

• Location: India.
• Remote work (company is remote-first).