Technical Support Engineer

Kudosity; Manila; On-site; PHP 502,000 - 893,000; Full time

Job summary

MTMO is a global SMS gateway provider, responsible for delivering A2P messages and voice routing worldwide. This role focuses on monitoring the SMS and voice gateways, ensuring high delivery rates, and managing NOC communications during shifts.

Responsibilities include fault troubleshooting, root-cause analysis, and coordinating with engineering, support teams, carriers, and customers to maintain service quality.

Qualifications

• Minimum 2-3 years in a role with account management and tech support of web, IT, A2P Messaging, telco, or SaaS services.
• At least 3 years in connectivity setup, testing, and troubleshooting of related systems.
• Knowledge of SMPP protocol is essential.
• Experience with HTTP/HTTPS, REST APIs, JSON, and scripting is preferred.

Responsibilities

• Monitor SMS Gateway for proper functionality and escalate issues to system vendors.
• Monitor Voice Gateway and escalate issues as needed.
• Provide insights on messaging performance to the business.
• Troubleshoot faults; liaise with Engineering, Support, vendors, carriers and customers to identify root causes.
• Provide Root Cause Analysis to customers or carriers when required.
• Add routing rules and configurations within SMS-Gateway and voice switch via UI.

Skills

A2P Messaging

Telco connectivity

SMPP

REST APIs

Scripting

Network engineering

Stakeholder engagement

Customer support

Tools

Alaris

Salesforce

JIRA

Job description

MTMO is your global SMS gateway for the most reliable CPaaS messaging to Australia, New Zealand, and the rest of the world.

This role manages our A2P SMS and voice platforms. Sending a message to a person’s handset requires a connectivity level to allow a message from the application to be routed correctly, based on routing rules, to the respective carrier in the destination country. Our platform also handles voice calls for clients, with various rules to handle traffic in the correct way to the destination.

You’ll be responsible for monitoring for faults on our SMS and voice gateway through Alaris Labs, managing the connectivity to respective carriers and global aggregators to ensure messages and voice calls successfully arrive at the mobile subscriber’s handset, optimising the gateway for high delivery rates, and constantly monitoring and creating alerts for any issues with quality of service, including low delivery rates. You’ll also be responsible for managing our NOC inbox during your shift to respond to customer queries or faults.

Working hours are 9PM - 6AM (PH time), Monday - Friday, Onsite Full-time.

Our office is located in Pasig City, Philippines.

We are ideally looking for a candidate based near or in Metro Manila.

Responsibilities

• SMS Gateway monitoring, monitoring and ensuring proper functionality and escalating any issues to system vendors.
• Voice Gateway monitoring, monitoring and ensuring proper functionality and escalating any issues to system vendors.
• Monitoring and providing insights to the business on messaging performance.
• Fault Troubleshooting, liaising with internal and external teams, including Engineering and Technical Support, as well as vendors, mobile carriers, and customers and other suppliers to identify the root cause of any issues.
• Providing a Root cause analysis to customers or carriers as required.
• Adding routing rules and other configurations within SMS-Gateway and voice switch, via a simple to use UI.

Skills & Experience

• Minimum 2-3 years experience in a role with account management and tech support of web, IT, A2P Messaging, telco, or SaaS or related products/services.
• At least 3 years of experience in connectivity, including setup, testing, and troubleshooting of related systems.
• Alaris experience preferred.
• SMPP (Short Message Peer to Peer) protocol experience is essential.
• Knowledge of HTTP/HTTPS, REST APIs, JSON, scripting.
• An understanding of networks and network engineering would be very useful.
• Voice switch experience would be desirable.
• Proven and demonstrable experience with multi-layered systems operation, diagnostics, and tech support.
• Analytical and informed technical troubleshooting skills.
• Strong stakeholder engagement, ability to manage conflicting priorities, and communicate effectively.
• Experience providing excellent customer and tech support resolutions via phone, helpdesk tickets, and web chat applications. (Salesforce and JIRA experience a bonus).
• Experience working in a fast-paced environment with a proven track record of solutions pursuit.