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