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Protocol Intelligence
Data-driven signals on your job's competitivenessStrong employer brand, popular SRE role, mid-level experience, and broad cloud/messaging skill requirements drive high competition.
High—role explicitly requires messaging-company experience and call-flow knowledge, limiting cross-industry transferability.
Explicit 1–4 years plus mandatory messaging-company, AWS, microservices, and incident-management skills increases strictness to high.
Job Description
Structured overview of role & requirementsAbout This Role
Provide L3 technical support for messaging products such as WhatsApp, Viber, RCS, email, Voice, and Chatbots ensuring fault, configuration, and performance management.
Monitor 24x7 product availability, coordinate with support and operations teams to maintain 99.99% uptime including AWS Cloud service monitoring.
Develop escalation processes including automated escalations via SMS/WhatsApp/Viber/email/SNS and manage change communication with stakeholders during incidents.
Minimum Requirements
1-4 years of experience as a Technical Support Engineer in an API/messaging company.
Experience with AWS Cloud and cloud-based projects.
Proficient in Linux, database queries (e.g., PostgreSQL), API tracing, troubleshooting, log analysis, and incident management tools.
Work Experience Required: 1-4 years.
Ideal Candidate Profile
Experience working in environments supporting high-availability messaging and communications products with a focus on cloud and microservices architectures.
Technical expertise in API based microservices and deep understanding of messaging call-flows and related technologies.
Ability to independently manage escalation and incident processes in coordination with cross-functional global teams.