Technical Support Specialist

We are seeking a Technical Support Specialist (L2) to support a next-generation Rich Business Messaging (RBM) ecosystem. You will bridge external partner developers and L3 engineering teams, investigate high-volume system logs, troubleshoot REST API integrations, and explain root causes to business-focused stakeholders.

Responsibilities

• Deep Technical Triage: Investigate, debug, and resolve high-tier technical queries and integration issues, aiming to resolve approximately 90% of queries without L3 escalation, using Postman, Sherlock log analysis tools, and Buganizer.
• Partner Communication & Translating Tech: Summarize complex log findings and technical diagnostics into clear, professional, business-friendly emails for external partners and developer teams.
• End-to-End Issue Ownership: Take full accountability for the issue lifecycle, from initial triage and reproducing bugs on physical Android/iOS devices to final resolution or bug escalation.
• SLA & Incident Management: Adhere to strict SLAs for high-priority P0/P1 incidents and provide real-time support during peak traffic periods and major messaging campaigns handling volumes of 2M+ messages.
• Engineering Evolution: Over a 9–12 month path, read, trace, and perform simple Java code fixes or scripting to reduce L3 dependencies.

Minimum Requirements

• 2+ years of commercial experience in L2/L3 Technical Support, Developer Support, or Systems Analysis.
• Deep understanding of REST APIs, JSON structures, and webhooks, with hands-on Postman experience for API testing.
• Proven ability to search, interpret, and trace message journeys across high-volume system logs.
• Ability to read and trace source code; comfort navigating Java/JSON environments.
• Exceptional written and spoken English, including the ability to translate complex engineering failures into clear business updates.
• Strong analytical and investigative mindset focused on uncovering root causes.

Would Be a Plus

• Familiarity with Android, iOS, or mobile messaging frameworks.
• Hands-on Java development experience or the ability to implement simple code fixes.
• Experience reproducing complex technical issues on physical mobile hardware.
• Experience providing on-call or real-time support during high-concurrency traffic events or campaigns.

Benefits

• Opportunity to work on bleeding-edge projects.
• Work with a highly motivated and dedicated team.
• Competitive salary.
• Flexible schedule.
• Benefits package, including medical insurance and sports.
• Corporate social events.
• Professional development opportunities.
• Well-equipped office.