Technical Support Specialist, Telgorithm Inc.
Florida
$52-85k
+ Stock options
Messaging API provider specializing in 10DLC text messaging
Be an early applicant
Messaging API provider specializing in 10DLC text messaging
1-20 employees
Be an early applicant
$52-85k
+ Stock options
1-20 employees
Company mission
To provide a reliable A2P text messaging API that proactively enables businesses to navigate the ever-changing 10DLC messaging landscape.
Role
Who you are
- If you love solving puzzles, making tech less intimidating, and keeping things running smoothly, this is the gig for you
- At least 2+ years of relevant experience in a customer-facing product support role, with a focus on troubleshooting technical issues
- 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
- You'll stand out if you have experience in the newest A2P 10DLC requirements
What the job involves
- As part of our Support team, you’ll be the go-to problem solver, tech whisperer, and customer champion all rolled into one. This isn’t just about troubleshooting; it’s about digging deep, thinking analytically, and delivering creative, highly customized solutions that make our users feel like VIPs
- You’ll own complex, technical challenges, collaborating with Engineering, Product, and whoever else it takes to get things done. With a solid grasp of APIs and the wild world of A2P 10DLC, you’ll help shape our support strategy, optimize operations, and push the boundaries of what truly exceptional customer experience looks like
- Your impact? Measured in Customer Effort Score, Resolution Time, SLAs, and the sheer number of customers who walk away saying, “Wow, that was easy.”
- 💡 Technical Support – Dive into tricky API-related issues, troubleshoot campaigns, messages, and integrations like a pro, and save the day through email and Slack
- 📚 Knowledge Base – Write killer docs that empower users to help themselves (and make your future self’s job easier). You’ll also create internal guides that keep our processes sharp
- 📝 Process Improvement – Find ways to make support smoother, faster, and smarter using data-driven insights, because efficiency is the name of the game
- 📢 Voice of the Customer – Team up with Product & Engineering to turn user feedback into real improvements, making our platform even better
- Reporting to: Sr. Manager, Customer Success, Kris Mendoza
Our take
Application-to-Person (or A2P) and 10 DLC texting are important communication methods between businesses and customers. Business SMS applications include appointment reminders, one-time security codes and marketing and sales messages. However, this crucial communication line can lack transparency, be frustratingly complex, and incur hidden fees for the businesses setting them up.
Telgorithm wants to change the complex A2P pipeline through its API for businesses, helping them set up their A2P step-by-step and scale messaging and revenue whilst minimizing overhead costs. With products across both SMS and MMS (Multimedia Messaging Services), Telgorithm also offers a Voice API that helps businesses route and direct incoming calls.
With a recent US partnership forged with digital marketing and automation platform Constant Contact, Telgorithm is certainly carving out its place in an underserved market area. Indeed, in the US, many small businesses lack the federal EIN or tax ID that allows them to send bulk messages to their customers, meaning that Telgorithm has huge potential.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Mar 2024
$1.6m
SEED
May 2023
$1m
EARLY VC
Total funding: $7.2m
Company HQ
Little Tokyo, Los Angeles, CA
Leadership
Aaron Alter
(Founder & CEO)With nearly 20 years of heavy domain experience in telecom's spanning wireless, VoIP, and cloud coms technologies accompanied by multiple patents, Aaron brings a wealth of knowledge and expertise.
Yury Semerikov
(Co-Founder & CTO)Graduated from the Faculty of Mathematics, Mechanics, and Computer Science at the Ural Federal University. They then worked as a .NET Developer for a number of years, before co-founding Telogrithm in 2022.
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