Job SummaryWe are looking for a technically proficient Technical Support Specialist with hands-on experience in the CPaaS or telecommunications industry. The candidate will be responsible for troubleshooting communication platform issues, supporting API integrations, managing client onboarding, monitoring messaging services, and ensuring timely resolution of technical issues.

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.





Required Skills & Qualifications
- 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.
- Robust 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.

Interested candidates can share their updated resumes with [email protected].

HR Team

Mtalkz Mobility Services (P) Ltd.

📌 Technical Support Specialist (Noida)
🏢 Mtalkz
📍 Noida