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 / Whats App / 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 Whats App .

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 Responsibilities
1. Delivery Monitoring & Reporting  Investigate  SMS, RCS, and Whats App 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 / Whats App / 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