Technical Support Specialist
We are looking for a highly skilled Technical Support Engineer with experience in mobile messaging and Android support. You will be responsible for investigating message delivery issues, supporting our partners, and ensuring that incidents are resolved quickly and effectively. The ideal candidate has strong technical knowledge, good communication skills, experience with REST APIs, and the ability to read and understand code, particularly in Android environments.
Essential functions
- Investigating why messages (e.g., RCS/RBM) were not delivered by analyzing logs.
- Responding to partner emails with clear explanations of technical issues.
- Identifying bugs and submitting detailed bug reports to the L3 team or escalating vendor-related cases to 3rd parties.
- Managing temporary quota increases (e.g., raising message limits).
- Ensuring P0 incidents are responded to within 15 minutes and P1 within 1 hour.
Qualifications
- At least 3 years of previous experience in Tech Support
- Experience with REST APIs
- Mobile Support Experience: Background in iOS, Android, or Chrome Webstore app support.
- Ability to read code (programming language agnostic)
- Exceptional Communication: Mastery of written English with the ability to "translate" tech-speak for business users.
- Analytical Comprehension: Ability to ask “the right question” to uncover root causes rather than just following a manual.
- Technical Literacy: Must be able to read JSON and trace messages from point A to point B through logs.
- Ownership Mindset: A focus on resolution quality and partner satisfaction over raw ticket volume/productivity.
Would be a plus
- Coding Skills: Basic Java development experience or the ability to make simple code fixes.
- Mobile Device Testing: Experience in reproducing technical issues on physical mobile hardware.
- High-Pressure Reliability: Experience providing on-call or real-time support during traffic peaks.
We offer
- 100% payroll scheme, benefits by law (IMSS, INFONAVIT, 12+ vacation days)
- Benefits above the law: Vacation premium 50%, 5 PTOs, 3 sick days, 10 guaranteed public holidays per year
- Major medical insurance, Dental and Vision plan for an employee and direct family members
- Minor Medical Insurance (Multiservicios Médicos Santander) for an employee and direct family members
- Life Insurance and funeral expenses
- 5% savings fund, uncapped (matched by the company in the end of the year)
- Grocery cards/vouchers (Vales de Despensa)
- 30 days End of the Year Bonus (Aguinaldo)
- Opportunity to work on bleeding-edge projects with a highly motivated and dedicated team all over the world
- Individual career development plan and support from the best experts
- Professional development opportunities (Linkedin Learning, Cloud certification programs, access to corporate LMS integrated with other learning platforms)
- Well-equipped office in a business area of Guadalajara (quiet room, games room, air hockey, PS5, Nintendo Switch and Xbox Series X, pool table, ping pong, snacks, smoothies, and much more)
- Corporate social events (yoga, massages, sport tournaments, discussion panels, technical talks, lunch & learns)
- Flexible working hours
- Opportunity to relocate to another country where the company's offices are present.
About us
Grid Dynamics (NASDAQ: GDYN) is a leading provider of technology consulting, platform and product engineering, AI, and advanced analytics services. Fusing technical vision with business acumen, we solve the most pressing technical challenges and enable positive business outcomes for enterprise companies undergoing business transformation. A key differentiator for Grid Dynamics is our 8 years of experience and leadership in enterprise AI, supported by profound expertise and ongoing investment in data, analytics, cloud & DevOps, application modernization and customer experience. Founded in 2006, Grid Dynamics is headquartered in Silicon Valley with offices across the Americas, Europe, and India.
