Technical Support Specialist (Florida)

What We Do 🪄

Telgorithm is a cutting edge messaging API provider specializing in 10DLC text messaging. We enable software providers to send high-volume business text messages at the highest delivery rates in the industry, 99%+ on average. Telgorithm combines timely customer support, expert-level messaging compliance guidance and patent-pending technology that proactively and automatically manages business’ carrier rate limits for the most effective 10DLC API experience. Say goodbye to compliance rejections, error codes and poor deliverability causing your customers’ complaints to pile up. Telgorithm allows software and application providers to successfully send compliant 10DLC messages by the millions daily. To learn more, visit www.telgorithm.com. 

Who We Are 🧡

Let’s be real - A2P 10DLC messaging isn’t exactly known for being easy - but at Telgorithm, we’re here to change that.

We’re built on transparency, customer experience, responsibility, education, and empathy, and we believe people (yep, that means you) are the key to our success. That’s why we’re obsessed with providing best-in-class customer service and making sure our team feels supported, challenged, and excited to show up every day.

What You’ll Do 🚀

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, you’ll help shape our support strategy, optimize operations, and push the boundaries of what truly exceptional customer experience looks like. Your impact will be measured in Customer Effort Score, Resolution Time, SLAs, and the sheer number of customers who walk away saying, “Wow, that was easy.”

Who We’re Looking For 🧐

This is a role for someone who thrives in early-stage startup environments. We’re a small team, which means your work will be highly visible and evaluated regularly, and your impact will be felt.

We’re looking for someone who’s done this before, someone who’s comfortable jumping in without a lengthy onboarding process or layers of structure. You’ve supported customers in high-growth, fast-moving environments. You know how to prioritize, troubleshoot, and communicate clearly even when things are a little ambiguous. You take initiative, ask great questions, and don’t wait to be told what to do next.

We also need someone who doesn’t just patch problems but solves them at the root. You regularly dig two (or three) layers deeper to understand what’s really going wrong, not just for the customer in front of you, but to prevent the same issue from happening again.

If you’re excited by the idea of wearing a few hats, being trusted to figure things out, and helping shape what technical support looks like at Telgorithm, we’d love to hear from you.

Reporting to: Sr Manager of Customer Success, Kris. 

Compensation: $52,000 - $80,000

Negotiable based on location and experience

Your Day-to-Day:

💡 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.

In 30-45 days, you will…

• Get oriented: Learn the product, core systems, and support workflows
• Meet cross-functional teammates: Start building relationships with Engineering, Product, and Customer Success

• Independently handle standard support requests, including technical troubleshooting
• Proactively spot trends in support tickets and surface them to the team
• Escalate more complex issues thoughtfully, with clear documentation and communication
• Be a point of contact for a small subset of customers to advocate on their behalf to our multiple business partners

Who You Are:

• At least 2+ years of relevant experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
• At least 2+ years of experience on a small team at an early-stage SaaS startup
• A strong sense of accountability - your work is highly visible and impacts the broader team and customers
• Able to ramp up quickly and take initiative without needing a lot of structure
• Comfortable navigating ambiguity with confidence
• Curiosity and persistence to dig multiple layers deep to uncover and resolve the root cause of issues, not just apply short-term fixes
• Strong communication skills (active listening and communicating out), both in verbal and written form.  
• Strong self-reflection skills and a drive to continuously improve how you work and support customers
• Experience using REST API’s, SQL queries
• 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

You’ll stand out if you have:

• Familiarity with carrier operations, message routing, call processing, and network management
• Experience in the newest A2P 10DLC requirements

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. We don’t just want you to work here, we want you to thrive. 

Here’s how we make that happen:

🏡 Work Where You Work Best – Fully remote or hybrid, whatever fits your vibe.
⏰ Flex Your Schedule – Because great work doesn’t always happen 9-to-5.
🌴 Recharge Mode – Flexible time off, paid vacation, and sick leave.
🩺 Stay Healthy – Company-sponsored health insurance.
📈 Ownership – Own a piece of the rocket ship with employee stock options.

At Telgorithm, you’ll do some of the most impactful work of your career and have the support to make it happen. Ready to level up?

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.

Hiring Scams Are on the Rise

Please be aware of false email domains, solicitations, or employment offers from suspicious sources. Please note that employment offers and any requests for information will always be made by a Telgorithm employee with an @telgorithm.com email address. All legitimate job openings are posted on our careers page at https://job-boards.greenhouse.io/telgorithm. 

Telgorithm never asks job seekers to make any payment as part of the recruiting process. If you have any questions or concerns about the authenticity of the Telgorithm recruitment process or an offer that you have received, please contact us by email at [email protected]. 

If you have provided monies or other sensitive personal information and suspect you are the victim of fraud, please contact your local authorities or the Federal Trade Commission at 1-877-382-4357 or online at ftc.gov/complaint.