Job Description

Job Title: Technical Support Engineer.

Department: Support & Operations

Industry: CPaaS / Telecom / SaaS

Location: A-41, 3rd Floor, Tower C, Iconic Corenthum Tower, Sector 62, Noida, UP - 201309

Experience: 1-5 Years (Telecom/CPaaS support preferred)

Employment Type: Full-Time

About the Company

Venets Media Pvt. Ltd. is a growing Telecommunications and SMS marketing company based in the Delhi NCR region. We specialise in Bulk SMS, WhatsApp Business API, RCS SMS, and CRM integrations. With clients across various sectors, including education, real estate, healthcare, and e-commerce, we aim to deliver result-oriented SMS solutions to businesses in India and beyond.

Job Summary

Venets Media is looking for a skilled

Technical Support Engineer

to handle client support, platform troubleshooting, service delivery monitoring, and escalation management for CPaaS communication services, including

Bulk SMS, WhatsApp Business API, Voice, IVR, OTP, RCS, and DLT compliance support

.

Key Responsibilities

Provide

L1/L2 technical support

to clients and internal teams Monitor and troubleshoot

SMS/Voice/WhatsApp API delivery issues

Manage

client onboarding assistance

and configuration support Handle

DLT registration, template submission, approval tracking

Maintain uptime, routing logs, and failure analysis reports Respond to escalations via

email, WhatsApp, and ticketing systems

Coordinate with Operator, Vendor, and Tech teams for issue resolution Prepare

Daily/Weekly MIS reports

on delivery, failures, latency Ensure SLA-based resolution and proactive service monitoring Support Sales team with

technical consultation during client demos

Maintain documentation for APIs, errors, and solutions Ensure compliance with

TRAI, DLT, and messaging policies

Required Skills & Qualifications

Strong understanding of

CPaaS communication products

Knowledge of

SMS routing, operator networks, delivery analytics

Experience with

WhatsApp WABA, template approvals, API setups

Ability to debug API requests, error logs, callback responses Familiarity with

CRM, Support Tickets, Google Sheets, MIS

Excellent communication and client handling skills Problem-solving mindset and ownership of support issues Ability to work under SLA and manage multiple escalations

Good to Have (Optional)

Experience in

Telecom vendor coordination

Understanding of

HTTP APIs, SMPP, Webhooks, JSON callbacks

Prior work in

Bulk SMS or WhatsApp API support environment

Performance KPIs

SLA resolution time Delivery issue reduction rate Client satisfaction score System uptime & failure analysis accuracy Reporting transparency & documentation quality

What We Offer

Competitive salary + performance benefits Fast-paced learning in CPaaS ecosystem Growth in Support & Operations leadership Work culture focused on accountability & skill enhancement
Job Types: Full-time, Fresher, Internship
Contract length: 2 months

Pay: ₹558,505.69 - ₹2,162,633.75 per year

Work Location: In person