Cloud Technical Support Specialist (Messaging)

Foundever®; Perímetro Urbano Barranquilla; Hybrid; COP 33,513,000 - 40,143,000; Full time

Benefits offered by this job

Hybrid work model

Career growth opportunities

Hands-on cloud tech exposure

Job summary

Foundever® in Barranquilla is seeking a Cloud Technical Support Specialist (Messaging). The role supports cloud messaging services, troubleshooting across phone, chat, and email, and configures messaging tools like Long Codes and Short Codes.

This hybrid position requires English at B2+ and a technical IT-related degree is preferred. The successful candidate will collaborate with cross‑functional teams, monitor delivery performance, and ensure customer interactions meet quality standards and

Qualifications

• Bilingual English proficiency (B2+) and strong communication skills.
• Experience in technical support, cloud support, SaaS, IT help desk, or similar roles.
• Technical degree or studies in Systems/Engineering, Telecommunications, Computer Science, or IT (preferred).

Responsibilities

• Provide technical support for cloud-based messaging services (SMS, MMS, WhatsApp, and other channels).
• Troubleshoot and resolve issues via phone, chat, and email.
• Assist customers with configuration of Long Codes, Short Codes, Toll-Free Numbers, and Alphanumeric Sender IDs.
• Investigate messaging delivery issues by reviewing logs and performance metrics.
• Monitor messaging traffic to identify delivery or performance issues.
• Collaborate with Engineering, Product, and Operations to resolve complex cases.
• Document customer interactions and ensure timely case resolution per SLAs.

Skills

Troubleshooting

Analytical skills

Problem solving

Education

Technical degree in IT/CS

Job description

Cloud Technical Support Specialist (Messaging) | Bilingual B2+ | Barranquilla

Location: Barranquilla

Work Modality: Hybrid

Contract Type: Indefinite-Term Contract

Salary: COP $3,300,000

Schedule: 42 hours per week

Days Off: 2 days off per week

Join Our Team! Are you passionate about technology and customer support? We're looking for a Cloud Technical Support Specialist (Messaging) to deliver world-class technical assistance for cloud communication solutions. If you enjoy solving technical challenges, working with cloud technologies, and creating exceptional customer experiences, this opportunity is for you!

Main Responsibilities

• Provide technical support for cloud-based messaging services, including SMS, MMS, WhatsApp, and other communication channels.
• Troubleshoot and resolve technical issues through phone, chat, and email.
• Assist customers with the configuration of Long Codes, Short Codes, Toll-Free Numbers, and Alphanumeric Sender IDs.
• Investigate messaging delivery issues by reviewing logs, error codes, and performance metrics.
• Monitor messaging traffic to identify and resolve delivery or performance issues.
• Collaborate with Engineering, Product, and Operations teams to resolve complex technical cases.
• Document customer interactions while ensuring timely case resolution and compliance with quality standards and SLAs.

What We're Looking For

• English Level: B2+ (Required).
• Experience in Technical Support, Cloud Support, SaaS, IT Help Desk, or similar roles.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and customer service skills.
• Technical degree or professional studies in Systems Engineering, Telecommunications, Computer Science, Information Technology, or related fields (desired).

What We Offer

• Competitive salary: COP $3,300,000.
• Indefinite-term contract.
• Hybrid work model in Barranquilla.
• 42-hour work week.
• 2 days off every week.
• Career growth and development opportunities.
• Collaborative and innovative work environment.
• Hands-on experience with industry-leading cloud communication technologies.