Telephony & SMS Error Management Specialist — IT Support

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TYPE OF WORK

Full Time

SALARY

$8 per hour

HOURS PER WEEK

40

DATE UPDATED

Apr 16, 2026

JOB OVERVIEW

About the Role
Our business relies on a cloud-based phone and text messaging system to communicate with customers. When calls drop, messages fail to deliver, or numbers get flagged by carriers, those failures show up as error codes in a daily report. We need someone to own that report.

Your job is to work through those errors every day — figure out what broke, why it broke, fix what you can, escalate what you can't, and document patterns so the same problems stop happening. You'll become our internal expert on why our telephony stack misbehaves and how to keep it running clean.

This is a hands-on technical role inside our IT team. You won't be taking customer calls — you'll be keeping the systems that handle them healthy.

What You'll Do

Review our telephony platform's error report daily and triage every flagged issue
Diagnose and resolve errors across two main categories:

Messaging compliance errors — issues tied to the US regulatory framework that governs business text messaging (carrier registration of messaging campaigns, sender verification, message content filtering, throughput limits). Known in the industry as A2P 10DLC.

Caller ID authentication errors — issues tied to the US framework that verifies outbound calls aren't spoofed and helps prevent our numbers from being labeled "Spam Likely" by carriers. Known in the industry as SHAKEN/STIR.


Investigate general call and SMS failures — delivery failures, blocked numbers, rate limit hits, carrier rejections, misconfigured routing
Document each error pattern and the resolution to build our internal knowledge base
Flag recurring or systemic issues to the IT team so we can fix root causes, not just symptoms
Coordinate with our telephony vendor's support team, with carriers, and with internal stakeholders to push issues to resolution
Keep our compliance registrations (messaging campaigns, number assignments, business verification) current and in good standing

What We're Looking For

Required:

2+ years in technical support, IT support, or a similar troubleshooting role
Strong written English and clear documentation habits — you'll be writing a lot of this down
Comfort reading technical documentation, API error logs, and vendor knowledge bases
Self-starter mindset — this role is about working through unfamiliar problems without waiting to be told how
Reliable internet and a quiet work environment

Strongly preferred (but trainable for the right person):

Hands-on experience with a cloud telephony / CPaaS platform (examples: Twilio, Plivo, Bandwidth, Vonage, RingCentral, Telnyx)
Familiarity with US messaging compliance (A2P 10DLC campaign registration, brand/sender vetting)
Exposure to caller ID authentication (SHAKEN/STIR, attestation levels, spam labeling remediation)
Experience with ticketing tools (HubSpot, Zendesk, Freshdesk, Jira)
Background in VoIP, SIP troubleshooting, or call center technology

Nice to have:

Basic SQL or scripting for parsing logs
Experience working with US-based teams on US business hours

SKILL REQUIREMENT
Documentation Network Troubleshooting Regulatory Compliance
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