Senior Support Specialist
$18,000–$24,000 year
Remote · Makati City, Metro Manila, Philippines
Job Summary
Senior technical-support role focusing on US messaging operations for enterprise customers, including 10DLC, toll-free, short codes, and delivery performance. Responsibilities include providing technical support for SMS and WhatsApp traffic, troubleshooting complex delivery failures, analyzing logs and routing diagnostics, managing carrier and aggregator escalations, supporting 10DLC registration and campaign approvals, and ensuring TCPA/CTIA/compliance. Collaborates with Engineering, Routing, Compliance, and Customer Success teams; participates in on-call rotations. Requires 3–5+ years in technical support or messaging operations and hands-on A2P SMS experience; strong problem-solving, documentation, and communication skills; highly autonomous with remote work capability.
Required Qualifications
- 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
- Strong understanding of US SMS deliverability, carrier filtering, routing concepts, and the US carrier ecosystem
- Experience troubleshooting complex delivery failures related to carrier filtering, 10DLC compliance, short code configurations, toll-free messaging
- Ability to analyse message logs, carrier feedback loops, and routing performance data
- 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
- Ability to document technical issues, root causes, and solutions clearly for future reference
- 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
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