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SMS Technical Support Engineer

About this role:

We are looking for a SMS Technical Support Engineer to provide enterprise-level assistance to our customers and offer support to our internal Customer Support Representatives and team members. You will diagnose and troubleshoot software problems.

If you’re naturally a helper and can explain technical details simply, we’d like to meet you.

Key responsibilities:

  • Diagnose and troubleshoot technical issues, including network configuration
  • Ensure all issues are properly logged
  • Research and identify solutions to software issues
  • Monitoring carriers and SMS routes overall performance recommending and taking proactive action in case of issues.
  • Responding to network alerts
  • Prioritize and manage several open issues at one time
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Refer to internal database or external resources to provide accurate tech solutions
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting 
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals and offer internal trainings when needed
  • Join occasional customer calls alongside the commercial team for troubleshooting customer problems and solving advanced technical issues
  • Participate in monitoring system backups and network security protocols

Skills and qualifications:

  • 2-3 years of proven work experience as a Technical Support Engineer in the SMS industry, or a similar role
  • Telecom and Messaging experience (CPaaS, SMS, telecom data, Carrier ecosystem) is a must
  • Good understanding of networking protocols, primarily TCP, client/server applications, SMPP, and other common protocols
  • Familiar with pcap files/tcpdump for SMS and comfortable in analyzing log files and configurations
  • Strong problem-solving skills and analytical skills; logical and critical thinking
  • Excellent communication skills and a team player
  • Fluent English, excellent verbal and written
  • Fast Learner
  • High level of responsibility and strong customer care and focus
  • Ability to translate technical knowledge and concepts to non-technical people
  • Strong ability to prioritize and multi-task in a fast-paced environment
  • MS Office package – relevant knowledge
  • Familiarity with Freshworks ticketing systems, and Atlassian tools (JIRA, Status Page, Confluence)

Why you should work with us:

  • Start-up environment in combination with financial stability and a real opportunity to grow a Successful SaaS platform.
  • Technology stack. We use a lot of leading tech in our stack and we will ensure that it always remains up-to-date.
  • One of the greatest learning opportunities. You will be working with a cutting-edge tech stack, touching most parts of our system, getting involved in architecture decisions, starting some projects from scratch, investigating and introducing new technologies.
  • Ability to make a significant impact. Most of your tasks will directly impact features used by the largest mobile network operators, SMS aggregators, and enterprise companies in the world that rely on our service.
  • Great company culture. A chance to work in a small, friendly team that likes to take good care of each other and grow together

Benefits & Perks:

  • A competitive compensation package.
  • Paid courses and certification to advance your skills.
  • Fully covered medical leave.
  • 25+ days annual leave.
  • Flexibility in working hours and remote working.
  • Top-notch company equipment.
  • Team building activities.

Do you want to become a part of this story and help us bring transparency to the SMS industry?

If you are hungry for growth and are looking to make an impact, join our team as we continue to expand. Send your CV to [email protected]