Partners with Mobile Operator partners and SMS vendors to successfully integrate Meta's SMS solutions and ensure delivery quality is maintained. This includes remotely supporting the deployments and testing of VPN connections, Header Enrichment and SMS Binds

Provide support for a variety of scenarios like deploying and testing VPN connections, Header Enrichment, Special configurations, managing the technical relationship with the partners, providing technical support and handling service outages

Provides continuous proactive and reactive technical support to Mobile Operators and SMS Vendors through a scaled ticketing system while ensuring a high level of satisfaction from our service

Troubleshooting partners’ technical issues in real-time in cooperation with their engineering and second level operations teams, 

Develop and maintain performance monitoring systems for infrastructure and operations to ensure all Mobile Operator integrations are highly available

Communicates partner needs to the roduct team, to improve people’s experiences with our products

Helps scaling programs by creating and maintaining informative content and documentation that can be used by our partners to help them integrate with infrastructure, presenting cross functional and global context

Provide 24x7 on-call support coverage via on call rotation schedule (during working hours and including weekends)

Proactively and independently leads the strategic direction of his/her area of ownership or project manages knowledge and expertise within a key developer product and uses expertise to improve team's knowledge/skills

Effectively completes complex activities & projects with very little direction

Frames issues strategically and translates them into actionable insights with manager guidance

Effectively balances increasing responsibilities & prioritizes/deprioritizes projects as needed, understanding the trade-off between risk and speed/impact

Proposes new ideas based on thoughtful understanding of the business: ideas/plans are backed by methodical analysis and clear operational plan

Effectively balances increasing responsibilities, communicating prioritization or deprioritization of projects to leadership and cross functional partners

Consistently communicates effectively and proactively at the global team level, presenting tactical and strategic ideas that result in thoughtful actions

Effectively delivers constructive feedback

Identifies opportunities to foster trust and respect amongst the team, and areas to improve culture

Supports interviewing and on-boarding of new employees

Understands and applies the fundamental concepts and practices related to particular field of specialization

Ensures complete understanding of the project

assesses problems and makes sound decisions

Ensures actions are aligned with team-level goals

Influences others within one’s specific area of responsibility

Builds collaborative and effective working relationships

Supports interviewing and on-boarding of new employees

Works on projects with moderate scope that may be somewhat challenging, with some direction

Minimum Qualifications:

2+ years of experience as a Support Engineer, Service Engineer, VAS engineer in a SMS hub provider or similar in the telecommunications space

Understanding of standard mobile operator infrastructure, capabilities and especially hands-on working experience with SMSC and SSL VPN

Basic software debugging (eg: PHP, Python, C++ and /or GO)

Understanding of IT infrastructures (distributed, high available real-time infrastructures) and network protocols on different layers (OSI layer model – IP, TCP, UDP, SCTP, HTTP, SMPP, GTP) with knowledge of different data exchange formats, protocols and common telecom infrastructure APIs in general

Experience in communicating with technical and business audiences and writing technical documentation

Currently has, or is in the process of obtaining a Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience.