Senior Support Specialist

Looking for candidates from the Philippines
Position: Senior Support Specialist
Work hours: 9:00AM to 6:00PM US Time Zone
Compensation range: US$1500 - US$2000/month

At RunRemote our mission is to help connect the top-rated remote talent with the worlds best job opportunities. Our key markets and clients are located in the US AUS UK & Canada just to name a few. All of our roles are full-time and 100% remote cutting out the daily commute and providing top-rated talent with the best job opportunities all from the comfort of their home.

About our client
Our client is a global AI-powered CPaaS company helping enterprises manage large-scale customer communications across SMS email WhatsApp voice and other messaging channels. They are a fast-growing API-first software company with a highly technical and globally distributed team.

About the role
We are looking for a Senior Support Specialist with experience in US messaging operations to support enterprise customers sending high-volume A2P SMS traffic into US carrier networks.

This is a customer-facing technical support role focused on SMS deliverability carrier escalations routing support and messaging operations. You will work closely with Customer Success Routing Compliance Carrier Operations and Engineering teams to resolve complex messaging issues and maintain strong delivery performance for global customers.

Responsibilities:

• 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:

• 35 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