Customer Support Analyst

The L2 Developer Support team provides high-tier technical assistance for the Rich Business Messaging (RBM) ecosystem. This role is the bridge that ensures partner issues are resolved through deep analysis rather than simple escalation.

Responsibilities

• 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 (Samsung, Apple, etc.).
• Managing temporary quota increases (e.g., raising message limits from 500k to 2M for a promotion).
• Ensuring P0 incidents are responded to within 15 minutes and P1 within 1 hour.

Min requirements to the candidate

• At least 5+ years of previous experience in Tech Support (L2)
• Experience with REST APIs
• 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 intelligent questions 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.

• Mobile Support Experience: Background in iOS, Android, or Chrome Webstore app support.
• 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.

• Opportunity to work on bleeding-edge projects
• Work with a highly motivated and dedicated team
• Competitive salary
• Flexible schedule
• Benefits package - medical insurance, sports
• Corporate social events
• Professional development opportunities
• Well-equipped office

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.