About Open Market We’ve got a pretty good thing going on here at Open
Market. We’re leaders of a mobile industry that's transforming the way customer obsessed businesses communicate with their customers.
The world’s biggest brands seek us out because we love finding ways to help them make their customers’ lives easier. It’s this obsession with customer experience that helps us develop software, technology and processes that competitors all over the world desire.
We’re seeking enthusiastic, collaborative and resourceful people from a range of backgrounds who know how to get things done. Success comes from our culture, diversity and dynamic global team so we value people who are authentic, take ownership, and deliver together. Does this sound like you? Join our team: we're friendly, caring, weirdly tenacious, and fun.
2nd Level Operation Engineer
The successful candidate will be working within our geographically distributed team of technical SMS Specialist, providing technical assistance around our global SMS offering.
The successful candidate will become part of our Global SMS Operations team in our Guadalajara office. This will require working closely with teams worldwide.
Responsibilities include and not limited to:
- Developing an in depth understanding of our global SMS Products, and leveraging that knowledge to provide expert technical advice and solutions
- SQL Database Skills
- SMS industry knowledge
- SMS Quality Assurance
- Advanced troubleshooting SMSC events
- External communication with our partnerships
- Escalation point for internal teams in relation to Global SMS
- Building and maintaining technical relationships with mobile networks and Partners
- Review and maintain Global SMS knowledgebase
- Active handling tickets and projects
- 2 Level follow-up and escalations with Open
- Provide guidance to global Support teams
- Routing changes monitoring to ensure quality is maintained
- New Partnership onboarding and quality testing
- Working proactively to help identify ways to improve internal practices and procedures as it relates to our global SMS offering.
- Identify internal gaps in internal relating to our global SMS offering, and work with internal teams to ensure any needed improvement are made.
The candidate should be an enthusiastic, diligent individual with a good numerate degree from a respected university. Practical experience with database scripting, Linux (e.g. shell scripting), networking (TCP/IP, HTTP and other common Internet protocols), SMSC is an advantage. Working knowledge of different SMS (Short Message Service) protocols such as SMPP, Binary (message control), etc., as well as the global SMS network is desired, knowledge of SMS Encoding.
The candidate should have a genial, professional manner and should be comfortable with working with internal and external companies. They will need to be persistent in pursuing their objectives. Demonstration of excellent problem solving and networking knowledge will be necessary. Excellent and clear communication skills in both verbal and written and an eye for detail are essential to this role, as the candidate needs to be able to confidently and clearly articulate complicated technical issues with a range of technical abilities. The candidate should be the sort of person who naturally wants to take responsibility, and behave in a proactive manner taking initiative to solve problems ahead of time. Task management is important, as a candidate will likely be handling multiple issues simultaneously, and will need to be comfortable with managing such a workload, take ownership of tasks with partners/carriers in order to have the fastest resolution possible to benefit our customers.
This role is open in Guadalajara, Mexico
Market benefits and standard relocation packages will apply.
Employment in this position may be contingent upon successful completion of a criminal and/or credit background investigation.
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