Senior Tech Support Engineer

Summary

Join Sinch as a Senior Technical Support Engineer and manage Cloud Voice customers and their complex solutions. You will be responsible for setting a customer-first culture, supporting client interactions, and ensuring exceptional customer experiences. Leverage your business and product knowledge to guide customers in maximizing their investment and partner with sales to expand service scope. The role involves managing daily customer interactions, identifying product enhancements, providing escalation support, and developing KPIs. You will also contribute to customer health checks, business reviews, and deliver training to support personnel. This position requires strong technical skills, excellent communication, and the ability to work in a fast-paced environment.

Requirements

• Telecommunications experience with strong knowledge of SIP
• Knowledge of messaging and provisioning requirements to ensure delivery
• Technical competency in managing multiple internal systems involving number inventory, LNP and Toll-Free number management
• Familiarity with APIs and competent in building API libraries for testing
• Minimum of 3-5 years in a technical customer support role
• Excellent written/verbal communication skills at all levels
• Self-motivated, driven, and personable individual
• Able to understand customer needs and identify new opportunities within customer base
• Able to work in a fast paced, agile team environment
• Excellent phone and written communication skills
• Strong interpersonal skills
• Excellent time management skills and strong organizational skills
• Quick learner
• Be adaptive to constant change
• Passion for technology
• Works well within a team environment
• Ability to travel, as required
• Occasional nonstandard working hours (maintenance, meetings with customers and colleagues in different time zones, etc.)

Responsibilities

• Manage day-to-day interaction and performance with customers, including support of customer requests related to number porting and inventory
• Identify product and system enhancements, and partner with the product & development departments with requirements necessary for enhancements to be developed and drive to resolution
• Provide escalation support for customer integrations through effective and timely communication with customers, sales, and internal departments
• Evaluates weekly reporting data to identify internal training needs/opportunities to improve processes and quality of support to customers
• Develop, implement, and measure KPIs & metrics within customer success related to the product with assistance from management
• Identifies and supports daily issues and escalations that arise from customers by identifying and resolving issues; responding to inquiries; and executing customer requests
• Maintains a working knowledge of a wide range of applications and systems
• Contribute to regular customer health checks, business reviews and executive sessions to review product and operational performance, business needs, and strategic roadmaps
• Define and provide continued guidance on opportunities to improve the customer experience with internal stakeholders across the business
• Deliver training to support personnel

Preferred Qualifications

Analytical minded for large data sets, experienced in Tableau preferred

Benefits

• We offer 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
• Take advantage of our free virtual counseling resources through our global Employee Assistance Program
• Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants
• Enjoy a generous paid time off program
• We offer paid parental leave and family planning support
• Our flexible remote work offerings allow you to work wherever you’re the most productive and successful
• Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice