Senior Tech Support Specialist

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RunRemote

WebsiteLinkedInAll Job Openings

1 - 10 employees

🎯 Recruiter

🤝 B2B

Recruitment • B2B

RunRemote is a recruitment partner that helps companies hire top-rated remote professionals from the Philippines. The firm sources, thoroughly vets, and interviews candidates to present a short list of full‑time hires who work directly for the client, promising significant cost savings (around 70%) and typically placing candidates within 3–4 weeks. RunRemote charges a one-time success fee, offers ongoing support and a 90‑day guarantee, and focuses on roles across sales & marketing, operations, finance, customer experience, HR and design.

📋 Description

• Provide technical support for enterprise customers sending SMS and WhatsApp traffic into US carrier networks • Troubleshoot complex delivery failures related to carrier filtering, 10DLC compliance, short code configurations, toll-free messaging and any other type of escalation on a global scale • Analyse message logs, carrier feedback loops, and routing performance data to investigate and resolve delivery issues • Investigate issues using SMPP logs, delivery receipts (DLRs), carrier error codes, APIs, and routing diagnostics • Manage carrier and aggregator escalations related to blocking, filtering, and deliverability • Monitor messaging performance and proactively identify operational issues • Support 10DLC registration, toll-free verification, short codes, and campaign approvals • Provide guidance on TCPA, CTIA, and carrier compliance requirements • Maintain operational documentation, troubleshooting records, and knowledge base articles • Collaborate closely with Engineering, Routing, Compliance, and Customer Success teams • Participate in on-call rotations for urgent customer escalations.

🎯 Requirements

• 3–5+ years of experience in technical support, telecommunications operations, CPaaS, SaaS support, or messaging operations • Hands-on experience supporting A2P SMS within a CPaaS provider, telecommunications company, or messaging platform is highly desirable • Strong understanding of US SMS deliverability, carrier filtering, routing concepts, and the US carrier ecosystem, including direct carrier connections, aggregator relationships, and routing strategies, is highly preferred • Experience troubleshooting complex delivery failures related to carrier filtering, 10DLC compliance, short code configurations, toll-free messaging, and other messaging escalations on a global scale • Ability to analyse message logs, carrier feedback loops, and routing performance data to investigate and resolve delivery issues • Experience handling enterprise customer escalations in a fast-paced environment • Proven ability to manage technical customer relationships and explain complex concepts clearly to both technical and non-technical audiences • Strong troubleshooting and problem-solving mindset with excellent attention to detail and persistence in resolving complex issues • Ability to document technical issues, root causes, and solutions clearly for future reference and internal knowledge sharing • Excellent written and verbal communication skills for customer interactions and cross-functional coordination • A team player who collaborates effectively with Engineering, Compliance, Sales, and Carrier Management teams • Organised, self-directed, and comfortable working remotely with a high level of autonomy and accountability.