Technical Support Engineer

Job Description:

Responsibilities

• Investigating why messages (e.g., RCS/RBM) were not delivered by analyzing logs.
• Responding to partner emails with clear explanations of technical issues.
• Identifying bugs and submitting detailed bug reports to the L3 team or escalating vendor-related cases to 3rd parties (Samsung, Apple, etc.).
• Managing temporary quota increases (e.g., raising message limits from 500k to 2M for a promotion).
• Ensuring P0 incidents are responded to within 15 minutes and P1 within 1 hour.

Experience

• 6 - 10 years of previous experience in Tech Support (L2)
• Experience with REST APIs or other Web Services
• Ability to read code (programming language agnostic)
• Exceptional Communication: Mastery of written English with the ability to "translate" tech-speak for business users.
• Analytical Comprehension: Ability to ask "intelligent questions" to uncover root causes rather than just following a manual.
• Technical Literacy: Must be able to read JSON and trace messages from point A to point B through logs.
• Ownership Mindset: A focus on resolution quality and partner satisfaction over raw ticket volume/productivity.