Job
Description
We are looking for a proactive and technically proficient Technical Support Executive to join our team, with a focus on supporting enterprise clients using WhatsApp Business API , A2P (Application-to-Person) SMS , and RCS (Rich Communication Services) . The ideal candidate will have a strong background in messaging technologies, experience in troubleshooting APIs, and a customer-first mindset. Key Responsibilities: Serve as the first point of contact for technical support related to WhatsApp Business API, A2P SMS, and RCS messaging platforms. Troubleshoot and resolve issues involving message delivery, API errors, integration failures, and platform performance. Provide technical guidance and best practices to clients integrating messaging solutions. Liaise with internal engineering, product, and carrier teams to escalate and resolve complex issues. Monitor system alerts and logs to proactively identify and address potential problems. Maintain accurate documentation of support cases, solutions, and processes in CRM and ticketing tools. Conduct onboarding and training sessions for clients and internal teams on messaging platform usage and setup. Stay updated on the latest platform updates, industry regulations (e.g., DLT for SMS, WhatsApp policies), and messaging protocols. Required Skills & Qualifications: Bachelor’s degree in Computer Science, IT, Telecommunications, or related field. 2+ years of experience in a technical support or customer success role in telecom, CPaaS, or messaging platforms. Familiarity with WhatsApp Business API setup (Cloud API or On-Prem), message templates, and chatbot integration. Strong understanding of A2P SMS routing, SMPP, DLT registration, and message templates. Knowledge of RCS messaging, MaaP (Messaging as a Platform), and related standards. Excellent problem-solving and communication skills. Ability to work in a fast-paced, client-facing environment. Show more Show less
