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 straightforward escalation.

Essential functions

- 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.

Qualifications

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.

Would be a plus

- 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
- Benefits package - medical insurance, sports
- Corporate social events
- Professional development opportunities
- Well-equipped office

📌 Customer Support Analyst (Hyderabad)
🏢 Grid Dynamics
📍 Hyderabad