Technical Support Specialist

2 days ago

🇺🇸 United States – Remote

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $52k - $70k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

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Telgorithm

WebsiteLinkedInAll Job Openings

Messaging APIs • SMS and MMS • Guaranteed Deliverability • 10DLC (Local Numbers) • Toll Free Numbers

11 - 50 employees

Founded 2021

🔌 API

📡 Telecommunications

💰 $3M Seed Round on 2022-02

Description

• Analyze and troubleshoot complex technical issues through direct user interaction (email, Slack) and leveraging your knowledge of API documentation to resolve issues related to campaigns, messages, integrations and API requests. • Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams. As well as create new documentation for internal teams that will serve as our process guides. • Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics. • Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability and usage.

Requirements

• At least 2+ years of relevant experience in a customer-facing product support role, with a focus on troubleshooting technical issues. • You'll stand out if you have experience in the newest A2P 10DLC requirements • Experience using REST API’s, SQL queries • Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution. • Exceptional customer relationship skills and a clear perspective on what constitutes excellent customer service over email and in virtual meetings. • Ability to prioritize constantly to manage competing priorities or process risks • Must have experience working with SaaS start-ups • Familiarity with carrier operations, message routing, call processing, and network management

Benefits

• Full remote/hybrid work arrangement • Flexible work schedule • Flexible time off; including paid vacation and sick leave • Company-sponsored health insurance • Employee stock options