Job Locations IN-Magarpatta City
ID
2020-1402
Department
Global Operations
Type
Regular Full-Time

Job Posting Title

Technical Support Engineer

About OpenMarket

 

We’ve got a pretty good thing going on here at OpenMarket. We’re leaders of a mobile industry that's transforming the way customer-obsessed businesses communicate with their customers. Join our team: we're friendly, caring, weirdly tenacious, and fun.

 

The world’s biggest brands seek us out because we love finding ways to help them make their customers’ lives easier. This obsession with the customer experience helps us develop software, technology, and processes that competitors all over the world desire.

 
 

OpenMarket Culture

 

We’re seeking enthusiastic, collaborative, and resourceful people from various backgrounds who know how to get things done. Success comes from our culture, diversity, and dynamic global team, so we value people who are authentic, take ownership, and deliver together. Does this sound like you?

 
 

About the Role

 

The role will be working within our geographically distributed technical SMS Network Engineer team, providing technical assistance around our global SMS Platform connections. This role will become part of our Technical Support Team in our Pune office. This will require working closely with teams worldwide.

 
 

What You'll Be Doing

 
  • Responding to and triaging technical support inquiries from our customers via telephone and email.
  • Diagnosing technical problems using a mix of proprietary web-based tools, database, and log file analysis.
  • Raising technical problems to relevant internal and external parties as necessary.
  • Regularly updating customers on open support tickets.
  • Active handling of internal system alerts, including alarms from monitoring.
  • Actively helping to identify ways to improve internal support practices and procedures, including recommending any identified improvements to the tools used by the support team.
  • Reviewing and suggesting updates to customer-facing documentation based on reported customer issues.
  • Helping to build and maintain a library of support documentation for use by the global team.
 
 

What to Bring

 
  • You will bring Excellent analytical and problem-solving skills.
  • Good communication skills with a genial and professional manner
  • Excellent analytical and problem-solving skills
  • Strong interest in computing and technology
  • Enthusiasm and diligence
  • Be comfortable working in a small, dynamic, busy team.
  • Schedule flexibility to cope with the needs of our worldwide distributed customers established in different time zones.
 

Nice to Have

 
  • Experience in SMSC, HLR, SS7, SMPP, SMS, A2P messaging
 
 

Education/Training

 
  • Bachelors degree in a relevant discipline
 
 

You'll Be a Great Fit If

 
  • You love being a part of a small, dynamic team that encourages you to learn and grow.
  • You love finding solutions to interesting problems, and you welcome having autonomy with complex tasks.
  • You are passionate about using your experience and expertise to inspire the team.
  • You are self-motivation and take ownership of tasks and complete them by collaborating with the team.
  • Your schedule allows accommodating for operational needs to be able and assist our worldwide customer base.
 

Additional Information

 

This position is open in Pune, India

 

OpenMarket embraces diversity and is an equal opportunity (EEO) employer.

 

Employment in this position may be contingent upon successful completion of a criminal and/or credit background investigation.

 
 

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