SMS Technical Support Engineer

TelQ Telecom

Novi Sad, Beograd | Hibrid

online intervju

Beograd: Bulevar Mihajla Pupina, 6

11.04.2024.

Jira Confluence intermediate

What we do:

TelQ Telecom is a worldwide provider of SMS quality assurance services. As a cloud-based SaaS telecom platform, we are enabling customers all over the world to check and improve the quality of their telecom communication channels.

We collaborate with leading worldwide SMS service providers, as well as some major mobile network operators in Europe and Asia. We provide testing coverage for over 1400 networks worldwide, covering over 180 countries.

Our team:

Founded in 2016, our team counts about 20 people from 11 different countries. Despite being small in size, our services are the first choice for the biggest players in our industry.
Our customers often praise us for having the best UI and for being the most reliable and innovative solution in the market.

Our two main offices are located in Hamburg and Belgrade.

TelQ- We got you covered!

About this role:

We are looking for an SMS Technical Support Engineer to provide enterprise-level assistance to our customers and offer support to our internal Customer Support Representatives and team members. You will diagnose and troubleshoot software problems.

If you’re naturally a helper and can explain simply technical details, we’d like to meet you.

Key responsibilities:

Diagnose and troubleshoot technical issues, including network configuration.
Ensure all issues are properly logged.
Research and identify solutions to software issues.
Monitoring carriers and SMS routes overall performance recommending and taking proactive action in case of issues.
Responding to network alerts.
Prioritize and manage several open issues at one time.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
Refer to internal databases or external resources to provide accurate tech solutions.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Prepare accurate and timely reports.
Document technical knowledge in the form of notes and manuals and offer internal trainings when needed.
Join occasional customer calls alongside the commercial team to troubleshoot customer problems and solve advanced technical issues.
Participate in monitoring system backups and network security protocols.

Skills & Qualifications:

2-3 years of proven work experience as a Technical Support Engineer in the SMS industry, or a similar role.
Telecom and Messaging experience (CPaaS, SMS, telecom data, Carrier ecosystem) is a must.
Good understanding of networking protocols, primarily TCP, client/server applications, SMPP, and other common protocols.
Familiar with pcap files/tcpdump for SMS and comfortable in analyzing log files and configurations.
Strong problem-solving skills and analytical skills; logical and critical thinking.
Excellent communication skills and a team player.
Fluent English, excellent verbal and written.
High level of responsibility and strong customer care and focus.
Ability to translate technical knowledge and concepts to non-technical people.
Strong ability to prioritize and multi-task in a fast-paced environment.
MS Office package - relevant knowledge.
Familiarity with Freshworks ticketing systems, and Atlassian tools (JIRA, Status Page, Confluence).

Why you should work with us:

Start-up environment in combination with financial stability and a real opportunity to grow a successful SaaS platform
Competitive salary & great benefits.
Ability to make a significant impact. We are a relatively small company and all of your actions will have a significant impact on the whole team.
Great company culture. We are a small, friendly team that likes to take good care of each other and grow together.

Benefits & Perks:

A competitive compensation package.
Paid courses and certification to advance your skills.
Private health insurance for you and your family.
Fully covered medical leave.
25+ vacation days.
Flexibility in working hours and remote working.
Top-notch company equipment.

Do you want to become a part of this story and help us bring transparency to the SMS industry?

If you are hungry for growth and are looking to make an impact, join our team as we continue to expand.

Note: Only short-listed candidates will be contacted.