Technical Support Engineer
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MTMO is your global SMS gateway for the most reliable CPaaS messaging to Australia, New Zealand, and the rest of the world.
This role manages our A2P SMS and voice platforms. Sending a message to a person’s handset requires a connectivity level to allow a message from the application to be routed correctly, based on routing rules, to the respective carrier in the destination country. Our platform also handles voice calls for clients, with various rules to handle traffic in the correct way to the destination.
You’ll be responsible for monitoring for faults on our SMS and voice gateway through Alaris Labs, managing the connectivity to respective carriers and global aggregators to ensure messages and voice calls successfully arrive at the mobile subscriber’s handset, optimising the gateway for high delivery rates, and constantly monitoring and creating alerts for any issues with quality of service, including low delivery rates. You’ll also be responsible for managing our NOC inbox during your shift to respond to customer queries or faults.
Working hours are 9PM - 6AM (PH time), Monday - Friday, Onsite Full-time
Our office is located in Pasig City, Philippines
We are ideally looking for a candidate based near or in Metro Manila
Responsibilities
- SMS Gateway monitoring, monitoring and ensuring proper functionality and escalating any issues to system vendors.
- Voice Gateway monitoring, monitoring and ensuring proper functionality and escalating any issues to system vendors.
- Monitoring and providing insights to the business on messaging performance.
- Fault Troubleshooting, liaising with internal and external teams, including Engineering and Technical Support, as well as vendors, mobile carriers, and customers and other suppliers to identify the root cause of any issues.
- Providing a Root cause analysis to customers or carriers as required.
- Adding routing rules and other configurations within SMS-Gateway and voice switch, via a simple to use UI.
Skills & Experience
- Minimum 2-3 years experience in a role with account management and tech support of web, IT, A2P Messaging, telco, or SaaS or related products/services.
- At least 3 years of experience in connectivity, including setup, testing, and troubleshooting of related systems.
- Alaris experience preferred.
- SMPP (Short Message Peer to Peer) protocol experience is essential.
- Knowledge of HTTP/HTTPS, REST APIs, JSON, scripting.
- An understanding of networks and network engineering would be very useful.
- Voice switch experience would be desirable.
- Proven and demonstrable experience with multi-layered systems operation, diagnostics, and tech support.
- Analytical and informed technical troubleshooting skills.
- Strong stakeholder engagement, ability to manage conflicting priorities, and communicate effectively.
- Experience providing excellent customer and tech support resolutions via phone, helpdesk tickets, and web chat applications. (Salesforce and JIRA experience a bonus).
- Experience working in a fast-paced environment with a proven track record of solutions pursuit.
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