Technical Support Specialist

About the Role

Mtalkz is seeking a technically proficient Technical Support Specialist with hands-on experience in the CPaaS or telecommunications industry.

Key Responsibilities

• Provide technical support for CPaaS services, including SMS, WhatsApp, Voice, and other communication channels.
• Troubleshoot issues related to API integration, message delivery, Delivery Reports (DLRs), SMS routing, HTTP errors, and platform configuration.
• Assist clients with account setup, onboarding, platform configuration, and API integration requirements.
• Investigate message delivery failures, latency, service interruptions, and other technical issues.
• Monitor support tickets and ensure timely resolution in accordance with defined Service Level Agreements (SLAs).
• Coordinate with internal engineering, development, operations, and telecom vendor teams to resolve complex technical issues.
• Analyze technical logs, API responses, and error codes to identify root causes and implement appropriate solutions.
• Maintain detailed records of incidents, troubleshooting steps, resolutions, and customer interactions.
• Identify recurring technical issues and recommend improvements to platform reliability and support processes.
• Communicate technical solutions clearly to clients through email, calls, and other support channels.

Requirements & Tech Stack

• Diploma or Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.
• Relevant experience in technical support within the CPaaS, telecom, SMS gateway, or cloud communications industry.
• Strong understanding of SMS delivery workflows, DLRs, DLT processes, and messaging platforms.
• Working knowledge of REST APIs, HTTP methods, status codes, JSON, and API testing tools such as Postman.
• Experience troubleshooting API requests, integration errors, and message delivery issues.
• Familiarity with ticketing systems, CRM platforms, incident management, and SLA-based support.
• Strong analytical, diagnostic, and problem-solving skills.
• Excellent communication, client management, and cross-functional coordination skills.
• Ability to manage multiple technical issues, prioritize escalations, and work effectively under pressure.

Preferred Candidate Profile

• Prior hands-on experience with a CPaaS provider, SMS gateway, or telecommunications service provider.
• Experience supporting enterprise clients and resolving complex messaging-related technical issues.
• Ability to analyze logs, investigate root causes, and coordinate with technical teams for resolution.
• Strong ownership, attention to detail, and a customer-focused approach.