Bhash Software Labs
Website:
bhashsms.com
Job details:
Senior Technical Support Engineer
(Delivery, Reports & API Support)
📍 Location: Bangalore (On-site)
💰 Salary: ₹30,000 – ₹40,000 per month
🕒 Experience: 2–5 Years
🏢 Industry: CPaaS / SMS / WhatsApp / SaaS
📅 Working Days: 6 Days Working
Role Overview:
We are looking for a Senior Technical Support Engineer who can manage delivery issues, API troubleshooting, and reporting discrepancies across messaging platforms such as SMS, RCS, and WhatsApp.
This role requires strong technical debugging skills, API troubleshooting capability, and the ability to analyze messaging delivery logs in a high-volume communication environment.
The candidate will work closely with customers, developers, routing vendors, and internal engineering teams to resolve technical issues and ensure reliable message delivery.
Key Responsibilities1. Delivery Monitoring & Reporting
- Investigate SMS, RCS, and WhatsApp delivery report issues
- Analyze delivery log mismatches and reporting discrepancies
- Monitor campaign reflection and queue table processing
- Identify operator-level delivery failures
- Troubleshoot corrupted or delayed delivery report tables
- Coordinate with routing vendors and telecom partners for escalations
2. API & Integration Support
- Debug SMS / WhatsApp / RCS API errors
- Investigate API timeout and integration failures
- Validate API payloads (JSON structure)
- Troubleshoot webhooks and callback URL responses
- Support SSL activation and endpoint configuration
- Assist client developers during API integration and testing
3. System Monitoring & Issue Resolution
- Monitor campaign execution logs and backend processing
- Identify issues in backend scripts and processing queues
- Escalate critical system downtime or failures to the engineering team
- Ensure quick resolution of technical support tickets
Key Performance Metrics (KPIs)
- 90%+ technical tickets resolved within SLA
- Reduction in API errors and integration failures
- Faster delivery issue resolution
- Reduction in repeat technical complaints
- Improved client integration success rate
Required Skills
✔ Strong knowledge of REST APIs, JSON, Postman, and cURL
✔ Basic understanding of MySQL / log analysis
✔ Knowledge of SMS routing, DLT ecosystem, and messaging gateways
✔ Strong technical troubleshooting and debugging mindset
✔ Good communication and coordination skills
Preferred Experience
- Experience working in CPaaS / SMS Gateway / Telecom / Messaging platforms
- Experience handling high-volume messaging traffic
- Experience supporting API integrations for SaaS platforms
Click on Apply to know more.