Technical Support Engineer (L2)

About Go4Mobility

At Go4Mobility, we are your trusted partner for Digital Mobile Solutions. As a leading technology company, we specialize in multichannel digital communication and messaging services, helping businesses enhance customer interactions through seamless and innovative solutions.

Technical Support Engineer (L2)

We are looking for a Technical Support Engineer (L2) to provide 1st and 2nd line technical support for our wholesale messaging platform. You will be the main point of contact for operators, partners, internal teams, and external clients, ensuring fast incident resolution and high service quality.

Responsibilities

• Respond to technical requests submitted through the ITSM tool, interacting with clients, stakeholders, and other parties via email, chat, and phone.
• Maintain ongoing communication with clients throughout the resolution process.
• Keep the incident management system updated with all relevant client information and details of the reported situation.
• Resolve client requests and technical issues, escalating to the appropriate IT team when necessary to ensure full compliance with SLAs and OLAs.
• Collaborate with IT teams to resolve complex issues and contribute to platform improvements.
• Automate routine tasks and generate analytical reports using SQL and scripts.
• Operate SMSC, SMPP gateways, SMS Firewall, HLR lookup, and messaging APIs.
• Handle tickets via ITSM tools, maintaining communication with clients and internal stakeholders.

Qualifications

• Degree in Computer Science, Engineering, or related field, or relevant professional experience.
• Minimum 2 years in a similar role.
• Proficient in SQL and database management.
• Experience with at least one scripting language (Power
  Shell).
• Experience with Linux and Windows systems.
• Knowledge of networking and interpreting logs, KPIs, and error codes.
• Familiarity with monitoring tools (Grafana, Zabbix) and JIRA ITSM.
• English proficiency at an independent user level (mandatory).
• Availability to work in a hybrid model (2–3 days per week at the Lisbon office).

What We Offer

• A Welcoming Workplace: Enjoy our newly renovated office in Alcântara, designed to support a dynamic, friendly, and multidisciplinary team.
• Work–Life Balance: We offer a hybrid and flexible work model that respects your professional and personal time.
• Professional Development: We are committed to your growth. Through our Training Plan, you’ll have access to opportunities that enhance your professional skills while supporting your personal ambitions.
• Wellness Activities: Engage in initiatives that promote your overall
  - being.