Senior Technical Support Engineer

Senior Technical Support Engineer

(Delivery, Reports & API Support)

Location: Bangalore (On-site)

Salary: ₹30,000 – ₹40,000 per month

Experience: 2–5 Years

Industry: CPaaS / SMS / WhatsApp / SaaS

Working Days: 6 Days Working

Role Overview:

We are looking for a Senior Technical Support Engineer who can manage delivery issues, API troubleshooting, and reporting discrepancies across messaging platforms such as SMS, RCS, and WhatsApp .

This role requires strong technical debugging skills, API troubleshooting capability, and the ability to analyze messaging delivery logs in a high-volume communication environment.

The candidate will work closely with customers, developers, routing vendors, and internal engineering teams to resolve technical issues and ensure reliable message delivery.

Key Responsibilities1. Delivery Monitoring & Reporting

• Investigate SMS, RCS, and WhatsApp delivery report issues
• Analyze delivery log mismatches and reporting discrepancies
• Monitor campaign reflection and queue table processing
• Identify operator-level delivery failures
• Troubleshoot corrupted or delayed delivery report tables
• Coordinate with routing vendors and telecom partners for escalations

2. API & Integration Support

• Debug SMS / WhatsApp / RCS API errors
• Investigate API timeout and integration failures
• Validate API payloads (JSON structure)
• Troubleshoot webhooks and callback URL responses
• Support SSL activation and endpoint configuration
• Assist client developers during API integration and testing

3. System Monitoring & Issue Resolution

• Monitor campaign execution logs and backend processing
• Identify issues in backend scripts and processing queues
• Escalate critical system downtime or failures to the engineering team
• Ensure quick resolution of technical support tickets

Key Performance Metrics (KPIs)

• 90%+ technical tickets resolved within SLA
• Reduction in API errors and integration failures
• Faster delivery issue resolution
• Reduction in repeat technical complaints
• Improved client integration success rate

Required Skills

✔ Strong knowledge of REST APIs, JSON, Postman, and cURL

✔ Basic understanding of MySQL / log analysis

✔ Knowledge of SMS routing, DLT ecosystem, and messaging gateways

✔ Strong technical troubleshooting and debugging mindset

✔ Good communication and coordination skills

Preferred Experience

• Experience working in CPaaS / SMS Gateway / Telecom / Messaging platforms
• Experience handling high-volume messaging traffic
• Experience supporting API integrations for SaaS platforms