Sr. Technical Support Engineer

Job Title: Technical Support Engineer.

Department: Support & Operations

Industry: CPaaS / Telecom / SaaS

Location: A-41, 3rd Floor, Tower C, Iconic Corenthum Tower, Sector 62, Noida, UP – 201309

Experience: 1–5 Years (Telecom/CPaaS support preferred)

Employment Type: Full-Time

About the Company

Venets Media Pvt. Ltd. is a growing Telecommunications and SMS marketing company based in the Delhi NCR region. We specialise in Bulk SMS, WhatsApp Business API, RCS SMS, and CRM integrations. With clients across various sectors, including education, real estate, healthcare, and e-commerce, we aim to deliver result-oriented SMS solutions to businesses in India and beyond.

Job Summary

Venets Media is looking for a skilled Technical Support Engineer to handle client support, platform troubleshooting, service delivery monitoring, and escalation management for CPaaS communication services, including Bulk SMS, WhatsApp Business API, Voice, IVR, OTP, RCS, and DLT compliance support.

Key Responsibilities

• Provide L1/L2 technical support to clients and internal teams
• Monitor and troubleshoot SMS/Voice/WhatsApp API delivery issues
• Manage client onboarding assistance and configuration support
• Handle DLT registration, template submission, approval tracking
• Maintain uptime, routing logs, and failure analysis reports
• Respond to escalations via email, WhatsApp, and ticketing systems
• Coordinate with Operator, Vendor, and Tech teams for issue resolution
• Prepare Daily/Weekly MIS reports on delivery, failures, latency
• Ensure SLA-based resolution and proactive service monitoring
• Support Sales team with technical consultation during client demos
• Maintain documentation for APIs, errors, and solutions
• Ensure compliance with TRAI, DLT, and messaging policies

Required Skills & Qualifications

• Strong understanding of CPaaS communication products
• Knowledge of SMS routing, operator networks, delivery analytics
• Experience with WhatsApp WABA, template approvals, API setups
• Ability to debug API requests, error logs, callback responses
• Familiarity with CRM, Support Tickets, Google Sheets, MIS
• Excellent communication and client handling skills
• Problem-solving mindset and ownership of support issues
• Ability to work under SLA and manage multiple escalations

Good to Have (Optional)

• Experience in Telecom vendor coordination
• Understanding of HTTP APIs, SMPP, Webhooks, JSON callbacks
• Prior work in Bulk SMS or WhatsApp API support environment

Performance KPIs

• SLA resolution time
• Delivery issue reduction rate
• Client satisfaction score
• System uptime & failure analysis accuracy
• Reporting transparency & documentation quality

What We Offer

• Competitive salary + performance benefits
• Fast-paced learning in CPaaS ecosystem
• Growth in Support & Operations leadership
• Work culture focused on accountability & skill enhancement

Job Types: Full-time, Fresher, Internship
Contract length: 2 months

Pay: ₹558,505.69 - ₹2,162,633.75 per year

Work Location: In person