The L2 Developer Support team provides high-tier technical assistance for the Rich Business Messaging (RBM) ecosystem. This role is the "bridge" that ensures partner issues are resolved through deep analysis rather than simple escalation.

Responsibilities

Investigating why messages (e.g., RCS/RBM) were not delivered by analyzing logs.
Responding to partner emails with clear explanations of technical issues.
Identifying bugs and submitting detailed bug reports to the L3 team or escalating vendor-related cases to 3rd parties (Samsung, Apple, etc.).
Managing temporary quota increases (e.g., raising message limits from 500k to 2M for a promotion).
Ensuring P0 incidents are responded to within 15 minutes and P1 within 1 hour.

Requirements

Min requirements to the candidate

At least 5+ years of previous experience in Tech Support (L2)
Experience with REST APIs
Ability to read code (programming language agnostic)
Exceptional Communication: Mastery of written English with the ability to "translate" tech-speak for business users.
Analytical Comprehension:



Ability to ask "intelligent questions" to uncover root causes rather than just following a manual.
Technical Literacy: Must be able to read JSON and trace messages from point A to point B through logs.
Ownership Mindset: A focus on resolution quality and partner satisfaction over raw ticket volume/productivity.

Nice to have

Mobile Support Experience: Background in iOS, Android, or Chrome Webstore app support.
Coding Skills: Basic Java development experience or the ability to make simple code fixes.
Mobile Device Testing: Experience in reproducing technical issues on physical mobile hardware.
High-Pressure Reliability: Experience providing on-call or real-time support during traffic peaks.

We offer

Opportunity to work on bleeding-edge projects
Work with a highly motivated and dedicated team
Competitive salary
Flexible schedule
Perks package - medical insurance, sports
Corporate social events
Professional developme

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