Technical Support Specialist

Job Description

Job Description

About Telgorithm. We started Telgorithm with one powerful idea : to simplify the cloud communications go-to-market and compliance journey for every SaaS company.

In our more than 18 years of cloud communications and SaaS experience, we've learned that creating an extraordinary product and customer experience is an iterative process that requires maniacal focus.

SaaS companies spend millions of dollars and hours to achieve the extraordinary for their customers, their cloud communications stack is no exception.

About Us. We are passionate about SaaS and about telecom. We are growing quickly and are looking for hungry leaders that want to make a large impact in the world.

We are building an organization that is steeped in cultural and intellectual diversity. Our people will be tasked with solving seismic challenges, supported by an organization that prioritizes employees first.

If you find yourself thinking at the end of each day, "how do I continue to delight my customers?", then Telgorithm might be the company for you.

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

Join Our Team :

Being human isn't about checking every box on a list. It's about the experiences we have, the people we meet, and the perspectives we share.

So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving.

We're in this together.

What We Offer :

Joining our team isn't a job switch, it's a career accelerator. Here's how we'll support you in doing some of the most impactful work of your career :

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

Telgorithm is proud to be an equal opportunity employer. We truly believe that the intersection of our individual differences help to create a better workplace, a better product, and a better world.

We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

Telgorithm does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings.

No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.