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