Technical Support Executive

The Technical Support Executive will be responsible for providing technical assistance and operational support for SMS, Voice, and CPaaS services. This role ensures smooth service delivery, rapid issue resolution, and high customer satisfaction by coordinating with internal teams, vendors, and clients. Key ResponsibilitiesProvide L1/L2 technical support for A2P SMS, Voice calls, OTP, and CPaaS APIs Monitor SMS and voice traffic for delivery issues, latency, failures, and retries Analyze DLR, MO, error codes, and call logs to troubleshoot issues Support client onboarding, including API integration, sender ID setup, templates, and routing Handle route-related issues (filtering, blocking, latency, pricing mismatches) Coordinate with vendors, carriers, and aggregators for fault resolution Manage incidents, escalations, and RCA documentation Ensure compliance with telecom regulations, DLT, opt-in/opt-out rules Assist sales and operations teams with technical feasibility and pre-sales support Maintain SOPs, technical documentation, and client support records Monitor platform performance and raise proactive alerts Required Skills & KnowledgeStrong understanding of SMS protocols (SMPP, HTTP APIs) Basic knowledge of Voice (SIP, VoIP, call routing, CDRs) Familiarity with CPaaS platforms and workflows Experience with DLR mapping, error codes, retries, throttling Understanding of global SMS routing (direct, grey, domestic, international) Knowledge of compliance and regulatory requirements (DLT, GDPR, opt-out) Ability to read logs, use monitoring tools, and troubleshoot in real time Good communication skills for client and vendor coordination Preferred QualificationsExperience in telecom / messaging / CPaaS industry Hands-on experience with SMS aggregators or CPaaS providers Familiarity with tools like Postman, ticketing systems, CRM Basic SQL or log analysis skills Job Details: Location: Tilak Nagar, Delhi Work Type: Full-time 📩 Send Resume: hradmin@taggteleservices.com 📞 Contact: 9315172792