Technical Support Engineer 1
RemoteIndia
IndiaRemoteFull TimeCloud ServicesLarge
Full TimeLargeCloud Services
Job Summary
Deliver top-tier customer service via emails, calls, or chat, navigating clients through compliance processes to resolve account suspensions and prevent fraudulent activity. Manage high-impact support tickets and queues, ensuring adherence to Support SLAs while addressing escalations related to A2P 10DLC campaigns, GDPR requests, and onboarding delays. Provide timely updates on significant incidents and collaborate with global teams to continuously improve processes and service excellence. Work rotational shifts during EMEA time zones (IST 12:00pm to 9:00pm) within a 24/7 support model.
Required Qualifications
- Fluency in English - written and verbal.
- 1-3 years of experience in handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology.
- Strong technical proficiency with experience in common enterprise operating systems, Eg: Windows & macOS.
- Proven experience in delivering live support, including phone support, Zoom, or similar platforms.
- Assisting with A2P 10DLC Campaign Registration/Rejections
- Live Phone Support for Account compromise and compliance violations
- Resolving Account Suspension Due to Compliance Violations
- Navigating GDPR Compliance for European Customers and working on DSR requests.
- A demonstrated history of customer focus and empathy, with the ability to articulate complex issues to both technical and non-technical audiences.
- A strong desire to learn new skills, develop expertise, and support others in the field.
- Willing to work from EMEA IST 12:00pm to 9:00pm
- Effective and efficient handling of escalations Eg: Account Verification Delay Escalation, Campaign Rejection Due to Policy Violation, Dispute Over Account Suspension, Delayed Onboarding Due to Incomplete Documentation
Desired Qualifications
- Proven time management skills, with the ability to thrive under pressure and work independently (ownership mentality). Proficient in developing workflows to maintain efficiency while adhering to standard processes and procedures.
- Demonstrated capability to identify process and team improvements, with a proven track record in creating and curating internal and external documentation.
- Over 3+ years of experience handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology.
- Experience with compliance, fraud, or abuse tooling or rule engines, and the ability to interpret associated reports.
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