Senior Technical Account Manager

The U.S. messaging market is the most regulated and complex SMS landscape in the world. We're looking for a Senior Technical Account Manager who lives and breathes A2P messaging in the American market — the trusted expert our key accounts turn to for carrier escalations, deliverability optimization, and world-class support. You'll sit at the intersection of customer success, technical operations, and carrier management, reporting to the Head of Customer Success.

•    Own a portfolio of VIP enterprise accounts sending high-volume SMS and WhatsApp traffic into U.S. networks, providing immediate, top-priority support and escalation handling.

•    Proactively monitor deliverability, catching and resolving issues — carrier filtering, 10DLC compliance, short code/toll-free config problems — before customers notice.

•    Analyze SMPP logs, delivery receipts, and carrier feedback loops to diagnose and resolve complex delivery failures.

•    Partner with Routing and Engineering to optimize traffic distribution across carriers for deliverability and cost efficiency.

•    Guide customers through U.S. number registration, brand vetting, and campaign approval (10DLC/TCR), and keep them current on evolving regulations (TCPA, CTIA, GSMA).

•    Build playbooks, knowledge base content, and run regular business reviews on deliverability and routing performance.

•    Build trusted relationships with customer stakeholders, spot expansion opportunities, and participate in on-call rotation for urgent escalations.

•    3–5+ years of hands-on A2P SMS experience — CPaaS provider, messaging aggregator, or high-volume enterprise SMS operations.

•    Strong knowledge of the U.S. carrier ecosystem, direct carrier/aggregator relationships, and routing strategies.

•    Expert understanding of U.S. number registration, brand/campaign vetting (TCR), and carrier approval processes.

•    Ability to read SMPP logs, delivery receipts, and error codes to diagnose delivery issues.

•    Solid grasp of TCPA, CTIA Messaging Principles, and carrier-specific content/compliance policies.

•    Comfortable with APIs, webhooks, and technical documentation.

•    Excellent written and verbal communication — able to explain complex technical issues to non-technical stakeholders.

•    Fluency in English and Mandarin.

•    Self-motivated, autonomous, and effective managing multiple VIP accounts in a fast-paced, priority-shifting environment.

•    Expertise: Work with cutting-edge routing technology and direct carrier relationships across global markets.

•    Impact: Help enterprise customers reach millions of people with critical communications every day.

•    Growth: Develop deep specialization in one of the most complex, high-value messaging markets globally.

•    Culture: Join a customer-obsessed team that values technical excellence and proactive problem-solving.

•    Compensation: Competitive salary, comprehensive benefits, and room for advancement.