Technical Support Engineer

ABOUT ROUTE MOBILE

Route Mobile is a leading global Communications Platform as a Service provider, catering to enterprises, over-the-top (OTT) players, and mobile network operators (MNO). Our range of enterprise communication services includes smart solutions in Enterprise Messaging, Enterprise Voice, IP Messaging, Email Marketing & Mobile Identity. As part of our Telco solutions with a goal of Revenue Assurance, we offer SMS Filtering, Analytics & Monetization.

A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems and software and following standard procedures to escalate unresolved issues to appropriate internal/external stakeholders.

This role requires a passionate, collaborative, and solution-oriented approach and is critical to the success of the company. You will work directly with the NOC, Sales, and Technical Teams and serve as the first point of contact for the customers and internal stakeholders desiring support.

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal/external teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity.

• 1-3 years of experience
• Strong problem-solving skills
• Strong ability to diagnose server or network alerts, events, or issues.
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.
• Flexibility to work in rotational shifts with rotational weekly offs
• Good Knowledge of Windows & Linux OS.

• Work experience with different Systems, Software, Protocols, and APIs.
• Opportunity to work on IT projects.
• Exposure to Linux OS and Ticketing tools.
• Work in collaboration with a team.
• Guided by experts and professionals in the field and learn on the job.
• Enhance customer support skills and communication skills

With appropriate experience in the job role, you can move on to other jobs such as:

• Senior Technical Support Engineer
• Operations Manager
• Key Account Manager
• Core Technical roles