Technical Support Engineer

About the Role We are seeking a proactive Technical Support Engineer to ensure seamless customer experiences with our CPaaS platform. You will act as the technical bridge between customers and our operations team, driving platform reliability, issue resolution, and value realization. This role demands hands-on expertise in live platform maintenance and a customer-centric mindset to support high-volume messaging services.

Key Responsibilities

•Maintain live CPaaS platforms through hands-on operational activities, including proactive monitoring and optimization.

•Troubleshoot system issues, application issues, and protocol-related problems using SMSC/SMPP protocols.

•Provide expert customer handholding during incidents, from root cause analysis to resolution, minimizing downtime.

•Generate and analyze MIS reports to identify trends, performance bottlenecks, and improvement opportunities.

•Collaborate with engineering teams to implement fixes and enhancements based on customer feedback.

•Conduct platform health checks, capacity planning, and post-incident reviews to prevent recurrence.

Required Capabilities

•4-5 years of experience in CPaaS environments, with deep hands-on knowledge of SMSC/SMPP protocols.

•Proven expertise in operational activities for maintaining live platforms, including real-time troubleshooting of system and application issues.

•Strong skills in generating and analyzing MIS reports using tools like Excel, SQL, or BI platforms.

•Demonstrated ability in troubleshooting complex issues and providing end-to-end customer handholding.

•Excellent problem-solving skills, with the ability to work under pressure in 24/7 operations.

•Knowledge of WhatsApp Business API and RCS platforms/technologies.