Technical Support Engineer

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 platform. 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.

You’ll be responsible for onboarding clients into our SMS gateway through Alaris Labs, managing the connectivity to respective carriers and global aggregators to ensure messages 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.

Ideal working hours are 12pm - 11pm (SG/PH time) daily.

Responsibilities

• SMS-Gateway monitoring, updating pricing ledger, monitoring and ensuring proper functionality and escalating any issues to system vendor.
• Working closely with our SMS-Gateway vendor team as the vendor upgrades the software and/or provides new features based on our business requirements.
• Creating Service Level Reporting within SMS-Gateway.
• 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.
• Onboarding clients and connecting to carriers on SMS-Gateway.
• Reporting back to regulators for any compliance related issues.
• Adding routing rules and other configurations within SMS-Gateway, 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.
• 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.