Technical Support Executive_ CPaaS Industry

Fabmediatech; Faridabad District; Sur place; INR 600 000 - 900 000; Plein temps

Résumé du poste

Fabmediatech is seeking an experienced tech support professional to handle CPaaS solutions including Bulk SMS, WhatsApp Business API, and IVR. You will troubleshoot API issues, monitor delivery reports, and assist clients with integration guidance and testing.

The role requires hands-on API testing experience, strong knowledge of REST APIs, HTTP status codes, JSON, and webhooks, and the ability to coordinate with internal teams to resolve complex issues.

Qualifications

• Must have 24 years of relevant experience in the CPaaS industry.
• Hands-on experience with API testing and troubleshooting using Postman or similar tools.
• Knowledge of REST APIs, HTTP status codes, JSON, and webhooks.
• Understanding of DLT, SMS delivery reports, and message routing.
• Basic knowledge of SQL, Linux commands, or server logs will be an advantage.
• Strong analytical, troubleshooting, communication, and customer-handling skills.

Responsabilités

• Provide technical support for Bulk SMS, WhatsApp Business API, RCS, Voice, and IVR solutions.
• Troubleshoot API integration issues, HTTP errors, delivery failures, and message-related concerns.
• Monitor message delivery reports, delivery receipts (DLRs), and system logs to identify and resolve issues.
• Handle technical queries and issues raised by clients through calls, emails, and support tickets.
• Coordinate with internal development and technical teams to resolve complex issues.
• Assist clients with API documentation, integration guidance, and testing.
• Investigate delivery failures, routing issues, and DLT-related concerns.
• Maintain proper documentation of technical issues, resolutions, and recurring problems.
• Ensure timely resolution of client issues and maintain service quality.

Connaissances

API testing

Bulk SMS

SMS gateways

REST APIs

HTTP status codes

JSON

webhooks

DLT

SQL basics

Linux commands

customer-handling

Outils

Postman

Description du poste

Role & responsibilities

• Provide technical support for Bulk SMS, WhatsApp Business API, RCS, Voice, and IVR solutions.
• Troubleshoot API integration issues, HTTP errors, delivery failures, and message-related concerns.
• Monitor message delivery reports, delivery receipts (DLRs), and system logs to identify and resolve issues.
• Handle technical queries and issues raised by clients through calls, emails, and support tickets.
• Coordinate with internal development and technical teams to resolve complex issues.
• Assist clients with API documentation, integration guidance, and testing.
• Investigate delivery failures, routing issues, and DLT-related concerns.
• Maintain proper documentation of technical issues, resolutions, and recurring problems.
• Ensure timely resolution of client issues and maintain service quality.

Preferred candidate profile

• Mandatory: 24 years of relevant experience in the CPaaS industry.
• Strong understanding of Bulk SMS, SMS gateways, and messaging platforms.
• Hands-on experience with API testing and troubleshooting using Postman or similar tools.
• Knowledge of REST APIs, HTTP status codes, JSON, and webhooks.
• Understanding of DLT, SMS delivery reports, and message routing.
• Basic knowledge of SQL, Linux commands, or server logs will be an advantage.
• Strong analytical, troubleshooting, communication, and customer-handling skills.