Customer Support Analyst

The L2 Developer Support team provides high-tier technical assistance for the Rich Business Messaging (RBM) ecosystem. This role is the "bridge" that ensures partner issues are resolved through deep analysis rather than simple escalation.

• Investigating why messages (e.g., RCS/RBM) were not delivered by analyzing logs.
• Responding to partner emails with clear explanations of technical issues.
• Identifying bugs and submitting detailed bug reports to the L3 team or escalating vendor-related cases to 3rd parties (Samsung, Apple, etc.).
• Managing temporary quota increases (e.g., raising message limits from 500k to 2M for a promotion).
• Ensuring P0 incidents are responded to within 15 minutes and P1 within 1 hour.

Min requirements to the candidate

• At least 5+ years of previous experience in Tech Support (L2)
• Experience with REST APIs
• Ability to read code (programming language agnostic)
• Exceptional Communication: Mastery of written English with the ability to "translate" tech-speak for business users.
• Analytical Comprehension: Ability to ask "intelligent questions" to uncover root causes rather than just following a manual.
• Technical Literacy: Must be able to read JSON and trace messages from point A to point B through logs.
• Ownership Mindset: A focus on resolution quality and partner satisfaction over raw ticket volume/productivity.

• Mobile Support Experience: Background in iOS, Android, or Chrome Webstore app support.
• Coding Skills: Basic Java development experience or the ability to make simple code fixes.
• Mobile Device Testing: Experience in reproducing technical issues on physical mobile hardware.
• High-Pressure Reliability: Experience providing on-call or real-time support during traffic peaks.

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