Senior Technical Support Engineer

Location: South End Circle

Senior Technical Support Engineer   (Delivery, Reports & API Support)

Location:

Koramangala
Salary:  Upto 4 Lpa

Experience:

3–5 Years
Industry:  SMS / CPaaS / Whats App / SaaS

Role Summary  We are looking for a  Senior Technical Support Engineer  to manage SMS, RCS, and Whats App delivery issues, API errors, report mismatches, and integration troubleshooting. The ideal candidate should have strong debugging skills and experience handling high-volume messaging platforms.

Key Responsibilities  1. Delivery & Reporting   Investigate SMS / RCS / Whats App report not updated cases
Analyze delivery log mismatches
Monitor queue table and campaign reflection issues
Identify operator-end delivery failures
Handle corrupted report table issues
Coordinate with routing vendors for delivery escalations
2. API & Integration Support   Debug SMS / Whats App / RCS API errors
Resolve API timeout issues
Validate payload structure (JSON format)
Troubleshoot webhook and callback URL issues
Support SSL activation and endpoint verification
Assist client developers during integration
3. System Monitoring   Monitor campaign logs
Identify backend script issues
Escalate technical downtime to backend team
KPI Metrics   90% of technical tickets resolved within SLA
Month-on-month reduction in API errors
Delivery issues resolved within defined timelines
Reduced repeat technical complaints
Required Skills   Knowledge of REST APIs, JSON, Postman, and cURL
Basic MySQL and log reading ability
Understanding of SMS routing and DLT ecosystem
Strong troubleshooting mindset
Good communication skills

Preferred Experience   Experience in SMS / CPaaS / Telecom industry
Experience handling high-volume messaging traffic