We are seeking a highly motivated and technically proficient Technical Support Engineer to join our team. The ideal candidate will be responsible for providing support, troubleshooting, and resolving technical issues related to our SMS platform and services. You will work closely with customers, internal teams, and third-party providers to ensure seamless SMS delivery and optimal performance.

Skills

• Communication
• Problem Solving
• Multitasking
• Technical Support
• MySQL
• PostgreSQL
• MongoDB

Requirements

• Job Role Technical Support Engineer - SMS Industry
• Job Type Full Time
• Workplace Type Onsite
• Industry IT Services and IT Consulting

Secondary locations

About

Not provided

Responsibilities

Provide technical support for SMS platform issues, including troubleshooting delivery failures, latency issues, and connectivity problems.

Diagnose, investigate, and resolve customer queries related to SMS gateway integrations, API calls, and network issues.

Monitor and analyze SMS traffic to detect and resolve anomalies or disruptions.

Work closely with telecom carriers, aggregators, and internal engineering teams to resolve routing and performance issues.

Assist customers with API integrations, configuration, and troubleshooting through email, chat, and phone support.

Document technical issues, resolutions, and customer interactions to improve support efficiency.

Identify recurring issues and propose long-term solutions to enhance system reliability and customer experience.

Stay up to date with industry trends, emerging technologies, and SMS best practices.

Other Requirements

Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.

1+ years of experience in technical support, preferably in the SMS or telecommunications industry.

Strong understanding of SMS protocols (SMPP, HTTP APIs, SS7, SIP) and messaging concepts.

Hands-on experience with SMS gateways, APIs, and messaging platforms.

Familiarity with networking fundamentals, DNS, firewalls, and TCP/IP troubleshooting.

Experience working with databases (MySQL, PostgreSQL, or MongoDB) and analyzing logs.

Basic programming or scripting knowledge (Python, Java, or Bash) is a plus.

Excellent problem-solving skills with the ability to analyze complex technical issues.

Strong communication skills and the ability to explain technical concepts to non-technical users.

Ability to work in a fast-paced environment and handle multiple priorities efficiently.

Willingness to work in shifts, including on-call rotations if required.

Good to have

Experience working with telecom operators, aggregators, or SMS platforms.

Knowledge of cloud-based infrastructure (AWS, Azure, GCP) and monitoring tools.

Familiarity with RESTful APIs and Postman for API testing.

About the Company

The company started modestly in the year 2014, with a minimum infrastructure, we have served numerous clients from different sectors: corporate businesses, government agencies, political organization, non-governmental organization, academic institutions, individuals, religious, as well as professional bodies. Emphasizing on innovations and strategic progressions, Refined IT Solutions brings out solutions with an ever expanding pool of satisfied customers.

We have the infrastructure, platform, integration APIs and self-service applications together with Short-Code, Long code etc which enables our services to make it happen in a jiffy.