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Salary: USD 102,000 - 110,000 / annual
Customer.io is seeking an Email Deliverability Specialist to join the Technical Support team's deliverability program. The company powers automated customer communication for over 9,000 organizations, handling billions of emails, push notifications, in-app messages, and SMS daily.
In this role, you will serve as a trusted deliverability advisor to customers, diagnosing sending issues and guiding them through the evolving email ecosystem. You'll handle complex cases through to resolution, lead customer calls when needed, and audit sender setup while monitoring reputation across IPs and domains using authentication protocols (SPF, DKIM, DMARC, BIMI) and provider tools like Google Postmaster Tools, Yahoo Sender Hub, and Microsoft SNDS.
You will work closely with Engineering on highly technical issues, taking ownership of investigations and sharing trends from customer cases with Product and Engineering teams. You'll identify acceptable use policy violations and spam complaints, conducting clear conversations with customers about compliance while staying current with evolving standards (Gmail/Yahoo sender requirements, CAN-SPAM, GDPR).
A key part of your impact will be scaling the deliverability program: equipping Customer Success Managers and Technical Support staff with knowledge through coaching, documentation, and training. You'll also improve processes, tools, and resources—including help content, Academy courses, and proactive customer guidance—so deliverability support scales across the organization.
You'll thrive here if you think systemically about program health, enjoy improving how work gets done, and are equally comfortable diving into detailed technical cases and having direct conversations with customers about compliance.
**Requirements:**
- 2–4 years of experience in email deliverability at a mid-size or large ESP, B2B SaaS company, or marketing automation platform, with exposure to deliverability at scale
- Deep understanding of email authentication (SPF, DKIM, DMARC, BIMI) and infrastructure (SMTP, MTAs, DNS), with technical comfort to work through complex issues with Engineering
- Proficiency with provider data feeds (Google Postmaster Tools, Yahoo Sender Hub, Microsoft SNDS) and third-party deliverability monitoring tools (Everest, MXToolbox, or similar); analytical skill to turn bounce, engagement, and blocklist data into clear recommendations
- Working knowledge of email compliance and acceptable use standards; comfort having direct conversations with customers sending outside compliance boundaries
- Experience building or improving processes, documentation, or training that help a support or deliverability team scale
- Excellent written and verbal communication, including comfort leading customer calls and simplifying technical concepts for any audience
- Located in the United States or Canada
- Bonus: participation in deliverability communities (M3AAWG, ESPC, or similar) and experience partnering with Customer Success teams
