The Role. As part of our Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to deliver highly customized solutions and recommendations to our users.

You will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of APIs and the 10 DLC landscape will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating world class user experiences, and pushing forward continuous improvements that align with Telgorithm's key metrics, such as Customer Effort Score, Resolution Time, and Service Level Agreements (SLA).

Reporting to: Sr. Manager, Customer Success

Compensation: $52,000 - $70,000

What you'll do
 

• Technical Support - 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.
• Knowledge Base - 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.
• Process Improvement - Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• Voice of the Customer - Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability and usage.
   

What you'll bring
 

• 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