L2 Technical Support Specialist

Summary

Join Sinch's technical support team as a key escalation point for internal and external customer technical inquiries. You will engage with customers via phone, email, and chat, troubleshooting issues and escalating to Level 3 support when necessary. Responsibilities include logging incidents in Zendesk and Jira, acting as a subject matter expert on messaging products and integrations, and contributing to knowledge base improvements. The role requires proficiency in troubleshooting and strong communication skills. Sinch offers a comprehensive benefits package including competitive medical, dental, and vision plans, 401k matching, paid time off, parental leave, and flexible remote work options.

Requirements

• Proficiency in troubleshooting
• Strong communication skills

Responsibilities

• Be the escalation point of contact for the internal and external customers for all technical inquiries
• Engage with customers via phone, email and chat to resolve their technical issues
• Action request in a timely manner and in accordance within SLAs
• Troubleshooting technical issues through to resolution, escalating to Level 3 support where needed
• Log all incidents/interactions using Zendesk, and where necessary via Jira or other support tooling
• Act as SME with technical related topics such as API’s, routing, reporting, as well as be proficient in both core products and with our suite of integrations
• Assist with development and improvements of technical support policies and procedures
• Actively contribute to the knowledge base by writing internal and customer processes and procedures
• Conduct RCA following systems incidents and communicating improvements
• Primary point of customer contact to manage incidents
• Rotating weekend on call coverage approximately once every 6 weeks

Benefits

• Comprehensive market competitive medical, dental, and vision plans
• A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants
• Free virtual counseling resources through our global Employee Assistance Program
• Roth and Pre-tax 401(k) options including an employer match for all participants
• Generous paid time off program
• Paid parental leave and family planning support
• Flexible remote work offerings
• Paid time off to support a volunteer program of your choice