Technical Support Specialist

Essential functions

• Deep Technical Triage: Take full accountability for the issue lifecycle, aiming to resolve ~90% of technical queries using Postman and log analysis tools (Sherlock) without involving L3 Engineering.

• Business-Tech Translation: Summarize complex technical log findings into clear, engaging, and professional emails for external partners and mobile carriers.

• Incident & Quota Management: Adhere to strict SLAs for high-priority incidents (P0/P1) and manage real-time resource scaling (e.g., increasing message limits for massive marketing campaigns).

• Bug Tracking & Escalation: Identify root causes, trace messages through high-volume system logs, and submit detailed bug reports via Buganizer to L3 teams or external vendors (Samsung, Apple, etc.).

• Technical Evolution: Participate in a growth path that includes performing simple code changes and scripting over time to reduce dependency on core engineering.

Qualifications

• Experience: At least 2 years in Technical Support, ideally in a developer-facing or high-tier environment.

• API Mastery: Deep understanding of REST APIs, JSON structures, and Webhook functionality.

• Analytical Depth: Strong ability to read and trace code (language agnostic) and a "detective" mindset to uncover root causes.

• Communication Excellence: Mastery of written English, with the ability to explain "tech-speak" to business users clearly.

• Log Analysis: Proficiency in searching through and interpreting high-volume system logs and using API testing tools like Postman

Would be a plus

• Mobile Ecosystems: Background in iOS, Android, or mobile messaging app support.

• Coding Skills: Basic Java development experience or the ability to make simple code fixes.

• Hardware Testing: Experience reproducing technical issues on physical mobile hardware.

• High-Pressure Reliability: Experience providing on-call or real-time support during high-traffic peaks.

We offer

• 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

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.