Technical Support Professional (4-5 yrs)

About MyOperator:

MyOperator is India's leading cloud communications provider, empowering over 10,000 businesses across diverse industries with innovative SaaS solutions. Our offerings include Cloud Call Center, IVR, Toll-free Numbers, Enterprise Mobility, WhatsApp Business Solutions, and Heyo Phone. We are dedicated to delivering excellence through cutting-edge technology and exceptional customer service.

About the Role:

- We are looking for a Technical Support Engineer (L2) to join our team at MyOperator. This role involves problem-solving, troubleshooting complex technical issues, API management, and collaboration across teams.

- As an L2 engineer, you will be responsible for handling advanced technical support requests, KYC processes, API calls, and Jira tickets requiring research and development (R&D).

- If you have a strong technical background, experience in a product-based company, and excellent troubleshooting skills, we encourage you to apply!

Key Responsibilities:

Technical Support & Problem-Solving:

- Use technical expertise to identify and resolve complex customer issues.

- Take ownership of escalated customer cases and drive them to resolution.

- Troubleshoot API-related issues and ensure seamless integration.

- Collaborate with product and development teams to resolve technical challenges.

Customer Communication & Service:

- Explain technical concepts to non-technical users in a clear and effective manner.

- Understand customer needs and provide solutions with a customer-first approach.

- Document resolutions, troubleshooting steps, and best practices for internal and

customer use.

Process & Compliance Management:

- Handle Aadhaar-based KYC tasks while ensuring regulatory compliance.

- Conduct KYC audits to maintain accuracy and security.

- Manage Truecaller activation, renewal, and billing audits to ensure proper service delivery.

- Oversee SMS panel activation and renewal while troubleshooting potential issues.

- Handle Add-on OBD panel activation, recharges, and renewals for seamless

operations.

API Calls & Research & Development (R&D):

- Monitor, manage, and troubleshoot API calls to maintain system efficiency.

- Work with the development team to enhance API performance and integration.

- Investigate and resolve JIRA tickets requiring R&D, ensuring thorough documentation.

Skills & Qualifications:

- Minimum 4 years of experience in a technical support role in a product-based company.

- Strong problem-solving skills to identify the root cause of issues.

- Experience with API handling, troubleshooting, and integration.

- Proficiency in JIRA, Kibana, and other monitoring tools.

- Excellent communication skills to explain technical concepts to non-technical users.

- Ability to handle compliance-based KYC processes and conduct audits.

- Strong collaboration skills to work with cross-functional teams.

- Experience in SaaS-based product support is a plus.

Why Join Us?

- Be part of a fast-growing SaaS company with an innovative work culture.

- Work on challenging technical issues and collaborate with a talented team.

- Gain hands-on experience with API management, compliance, and advanced troubleshooting.

- Opportunity for career growth and skill enhancement in technical support.

If you are a technical problem solver with strong analytical skills, apply now and become a

key player in MyOperator's dynamic L2 Support Team in Noida!