Customer Support Specialist II

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!

DESCRIPTION

The role directly supports the continuous operation of Sinch Contact Pro, ensuring stability and high-quality service for global customers. As part of the global Technical Operations team, the professional collaborates with Level 2 Support, Level 3 (DevOps), and Level 4 (Product Management) teams to maintain platform availability and resolve incidents. This position offers a multicultural environment, technical growth opportunities, and exposure to cloud, telecom, and contact center technologies.

Main Responsibilities:

• Provision, monitor, and maintain the Sinch Contact Pro platform.

• Analyze and respond to customer incidents and service requests.

• Support various communication channels within the platform (voice, email, chat).

• Collaborate with internal teams to resolve complex technical issues.

• Operate within a global cloud environment hosted on AWS.

REQUIREMENTS

• Experience with Windows Workstation and Server environments.

• Knowledge of AWS or other Cloud Services.

• Proven experience in customer support or customer‑facing roles.

• Degree in Computer Science, Engineering, or equivalent experience.

• Experience in system administration or supporting production IT platforms.

• Based in São Paulo or the metropolitan area.

• Fluent or advanced English.

Big Plus:

• Knowledge of Contact Centers.

• Experience with VoIP and telecom technologies.

• Understanding of IP networks.

• SQL and Microsoft SQL Server.

Our corporate language is English — please submit your application in English.

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us!

BENEFITS
STAY HEALTHY: We cover 100% of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde.

FLEXIBLE BENEFITS: With the Caju flexible benefit card, our Sinchers can choose to use benefits on food, education, and home office assistance.

FAMILY FIRST: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for kids up to five years old.

EVERYDAY WELLBEING: We partner with Wellhub to help Sinchers access gyms and wellness options.

SECURE YOUR FUTURE: Our Partnership with Prudential life insurance provides coverage for all Sinchers in the events of unexpected absences, serious illness, accidents, and disabilities.

DIVERSITY AND INCLUSION: We offer annual reimbursements for certain expenses related to disabilities and/or transgender needs.

TAKE A BREAK: Our Sinchers can take a day off on their birthday to celebrate with their loved ones.