Technical Customer Support
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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!
A Technical Customer Support is responsible for providing technical and operational assistance to customers and internal stakeholders, ensuring incidents, service requests, and platform-related issues are properly investigated, managed, and resolved within established SLAs.
The role combines technical troubleshooting, customer communication, operational coordination, and incident management in fast-paced environments.
As a Technical Customer Support you'll:
• Investigate and troubleshoot technical issues related to platforms, APIs, integrations, connectivity, and services
• Analyze logs, system behavior, error messages, and operational data to identify root causes
• Manage customer tickets, incidents, escalations, and follow-up activities
• Perform ticket triage, prioritization, categorization, and routing to appropriate teams
• Coordinate with Product, Engineering, Service Operations, Suppliers, and third-party partners when escalation is required
• Monitor queues, alerts, dashboards, and service performance indicators
• Ensure customer communication is clear, professional, and timely
• Document troubleshooting steps, known issues, procedures, and resolutions
• Support process improvements, automation initiatives, and operational governance
• Participate in incident management and major issue coordination when necessary
REQUIREMENTS:
Technical Skills
• Strong troubleshooting and analytical thinking
• Understanding of A2P channels, APIs, logs, HTTP responses, networking basics, and system integrations
• Experience with ticketing platforms (e.g., Zendesk, Jira, ServiceNow)
• Ability to analyze operational metrics and identify patterns/issues
• Knowledge of escalation management and SLA handling
• Familiarity with cloud platforms, messaging systems, or telecom environments is a plus
Behavioral Skills
• Strong communication skills
• Customer-focused mindset
• Ability to work under pressure and manage multiple priorities
• Attention to detail and ownership mentality
• Collaboration and teamwork
• Proactive problem-solving attitude
• Adaptability in dynamic operational environments
Typical Activities
• Responding to customer inquiries and incidents
• Troubleshooting service disruptions and operational failures
• Escalating critical issues to internal teams
• Tracking incident progress until resolution
• Supporting operational continuity during high-severity incidents
• Reviewing queue health and workload distribution
• Identifying opportunities for process optimization and automation
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.