Technical Support Executive ( CPaaS)

Job Description

Equence Technologies is looking for a proactive and detail-oriented Technical Support Executive with 12 years of experience in the CPaaS industry. The ideal candidate should have hands-on experience in supporting communication channels such as SMS, Voice, RCS, WhatsApp, and Email. You will act as the first line of support for our clients, ensuring seamless issue resolution and delivering exceptional customer experience. Key Responsibilities: Serve as the primary contact for customer inquiries via email, phone, or ticketing platforms. Troubleshoot and resolve customer issues related to SMS, Voice, RCS, WhatsApp, and Email services. Monitor and track delivery/reporting issues using dashboards, logs, and monitoring tools. Collaborate with cross-functional teams (engineering, product, operations) to escalate and resolve complex issues. Document customer interactions and known issues for internal reference and process improvement. Ensure SLAs are met for first response and resolution times. Maintain up-to-date knowledge of product offerings, system workflows, and industry trends. Provide feedback to product and engineering teams to drive continuous improvement. Onboarding process, Provisioning. Required Skills s Qualifications : Bachelors degree in computer science, IT, Telecommunications, or a related field. 12 years of experience in a customer support role within the CPaaS industry. Working knowledge of SMS, Voice, RCS, WhatsApp, and Email-based communication services. • Familiarity with messaging protocols (SMPP, HTTP, APIs) is a strong plus. Good understanding of troubleshooting tools (Postman, CURL, logs, dashboards). Strong communication skills with a customer-centric mindset. Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. Preferred Qualifications: Experience with CRM/ticketing tools such as Zendesk, Freshdesk, or Salesforce. Familiarity with carrier routing, message delivery reports, and telecom terminologies. Exposure to analytics and reporting tools related to messaging performance. Knowledge of compliance frameworks (e.g., DLT, CPAAS platform) is a bonus. What We Offer: • Opportunity to work with a fast-growing CPaaS provider. • Collaborative work environment with a focus on learning and development. • Competitive salary and performance-based incentives. • Health insurance and other employee benefits