About the Project
The initiative supports a next-generation Rich Business Messaging (RBM) ecosystem for a global technology leader specializing in cloud, mobile, and search platform infrastructure.
Responsibilities
•Investigate, debug, and resolve high-tier technical queries and integration issues, aiming to resolve approximately 90% without L3 escalation
•Summarize log findings and technical diagnostics in clear, professional, business-friendly emails for external partners and developer teams
•Own the issue lifecycle from initial triage and reproducing bugs on physical Android/iOS devices through resolution or escalation
•Meet strict SLAs for P0/P1 incidents and provide real-time support during peak traffic and major messaging campaigns handling up to 2M+ messages
•Gradually learn to read, trace, and make simple Java code fixes or scripts over a 9–12 month period to reduce L3 dependencies
Requirements
•2+ Years of commercial experience in L2/L3 Technical Support, Developer Support, or Systems Analysis
•Deep understanding of REST APIs, JSON structures, and webhooks, with hands-on Postman API testing experience
•Ability to search, interpret, and trace message journeys across high-volume system logs
•Ability to read and trace source code, with comfort navigating Java/JSON environments
•Excellent written and spoken English, with the ability to explain complex engineering failures in clear business updates
•Strong investigative skills and the ability to uncover root causes rather than rely on standard manuals or scripts
Nice to Have
•Familiarity with Android, iOS, or mobile messaging frameworks
•Java development or ability to implement simple code fixes
•Experience reproducing issues on physical mobile hardware
•On-call or real-time support during high-concurrency traffic events or campaigns
Conditions
•Flexible schedule
•Medical insurance and sports benefits
•Corporate social events
•Professional development opportunities
•Well-equipped office
