Technical Support Executive_ CPaaS Industry

Role & responsibilities

• Provide technical support for Bulk SMS, WhatsApp Business API, RCS, Voice, and IVR solutions.
• Troubleshoot API integration issues, HTTP errors, delivery failures, and message-related concerns.
• Monitor message delivery reports, delivery receipts (DLRs), and system logs to identify and resolve issues.
• Handle technical queries and issues raised by clients through calls, emails, and support tickets.
• Coordinate with internal development and technical teams to resolve complex issues.
• Assist clients with API documentation, integration guidance, and testing.
• Investigate delivery failures, routing issues, and DLT-related concerns.
• Maintain proper documentation of technical issues, resolutions, and recurring problems.
• Ensure timely resolution of client issues and maintain service quality.

Preferred candidate profile

• Mandatory: 24 years of relevant experience in the CPaaS industry.
• Strong understanding of Bulk SMS, SMS gateways, and messaging platforms.
• Hands-on experience with API testing and troubleshooting using Postman or similar tools.
• Knowledge of REST APIs, HTTP status codes, JSON, and webhooks.
• Understanding of DLT, SMS delivery reports, and message routing.
• Basic knowledge of SQL, Linux commands, or server logs will be an advantage.
• Strong analytical, troubleshooting, communication, and customer-handling skills.