Experience:
10+ Years in Operations / Technical Support / CPaaS Industry
We are seeking an experienced professional with over 10 years of expertise in the CPaaS industry to lead and strengthen our operations function. The ideal candidate will be responsible for ensuring seamless service operations, resolving complex technical issues, and delivering exceptional customer experience. This role requires strong technical acumen, leadership skills, and the ability to collaborate across teams to maintain high service standards.
Technical Support Responsibilities:
• Managing end-to-end technical support operations for CPaaS services (SMS, Voice, WhatsApp, Email, APIs, etc.)
• Troubleshooting and resolving complex technical issues, including escalations from L1/L2 teams
• Monitoring platform performance, identifying recurring issues, and implementing long-term solutions
• Collaborating with engineering, product, and operations teams for faster issue resolution and service improvements
• Ensuring high system availability, reliability, and performance of communication platforms
• Handling client escalations and providing timely resolutions while maintaining strong customer relationships
• Driving root cause analysis (RCA) and implementing preventive measures
• Maintaining documentation, SOPs, and knowledge base for support processes
• Tracking and reporting key service metrics (SLAs, TAT, uptime, incident reports)
• Mentoring and leading the technical support team to enhance performance and efficiency
Technical Support Requirements:
• Bachelor’s degree in Engineering, IT, or a related technical field
• 10+ years of experience in Technical Support within the CPaaS or Telecom industry
• Strong knowledge of CPaaS products including SMS, Voice, WhatsApp Business API, Email, and Omnichannel platforms
• Hands-on experience with APIs, HTTP protocols, SMPP, and troubleshooting tools
• Familiarity with Telco Messaging DLT platforms and registration processes
• Experience in handling high-priority incidents and customer escalations
• Strong analytical, problem-solving, and debugging skills
• Proficiency in monitoring tools, ticketing systems, and business support software
• Excellent communication, leadership, and stakeholder management skills
• Ability to work in a fast-paced, high-availability environment