Telecom Support SME

HCLTech is looking for a highly talented and self- motivated Telecom Support SME to join it in advancing the technological world through innovation and creativity.

Job Title: Telecom Support SME

Job ID: 111908

Position Type: Full-time

Location: Bothell WA / Onsite

Role/Responsibilities

• Serve as the primary technical escalation point (Level 2) for the existing support team, resolving complex partner issues related to product consoles, messaging clients, APIs, webhooks, processes, commercials, etc.
• Triage, investigate, and troubleshoot intricate technical problems, and escalate to internal engineering teams only when necessary.
• Mentor and coach existing support engineers, improving their technical proficiency, logical reasoning, and communication skills through case reviews and direct feedback.
• Analyze support ticket trends and operational workflows to identify and implement process improvements, reducing resolution times and improving partner satisfaction.
• Act as a subject matter expert on product functionality and best practices.
• Develop and maintain internal knowledge base articles and technical support documentation.
• Manage communications for high-priority partner issues, ensuring timely resolution and a positive partner experience.
• Champion Root Cause Analysis (RCA) initiatives to prevent recurrence of critical incidents and identify opportunities for proactive measures.

Minimum Requirements

• Protocol Proficiency: Deep understanding of RCS, SIP, and HTTP/REST APIs. Knowledge of how messages fall back to SMS/MMS.
• JSON & Payload Analysis: Ability to debug complex JSON payloads and structured data used in rich cards and carousels.
• Carrier & Aggregator Ecosystem: Understanding the flow between Brands, MaaP (Messaging as a Platform) gateways, and Mobile Network Operators (MNOs).
• Security & Verification: Experience with OAuth, JWT, and verified sender branding protocols.
• Proven experience troubleshooting complex technical issues in a B2B platform environment.
• Demonstrated ability to work independently as a self-starter and a solution-seeker.
• Experience in the messaging industry within the developer support arena (e.g., SMS, OTT messaging APIs, RCS).
• Experience mentoring or leading a technical support team.

Pay and Benefits

Pay Range Minimum: 110,000 per year

Pay Range Maximum: $168,000 per year

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.