[Hiring] Technical Customer Support Administrator IV @Sinch

Role Description

The Technical Customer Support Administrator (Mandarin-Speaking) is a key member of Sinch's global support team dedicated to ensuring the success of Sinch’s Voice and Verification customers. In this technical 2nd line service role, customer focus is central. You will be the trusted technical point of contact for complex issues, service management, and advanced routing configurations that are critical to our customers' success.

This position goes beyond traditional support; you will act as a service delivery champion, taking ownership of technical challenges and seeing them through to resolution. You will:

• Investigate and troubleshoot issues escalated from the 1st line team.
• Manage service incidents and ensure the quality and stability of our global traffic.
• Configure backend systems and analyze traffic patterns.
• Collaborate closely with engineering and operations teams to resolve deep technical problems.

The ideal candidate has a strong technical aptitude and a passion for problem-solving. You will have the opportunity to:

• Develop a deep understanding of our business, industry, and complex products.
• Collaborate with sales and product teams to enhance the customer experience.

Qualifications

• Must be fluent in Mandarin.
• A minimum of 3 years of experience in a technical customer support or service delivery role (2nd line or higher preferred).
• Background in the telecommunications industry, with strong, practical knowledge of SIP protocol and modern voice technologies.
• Proven experience working with APIs, including the ability to use or build simple libraries/scripts for testing and troubleshooting.
• Strong analytical skills with experience interpreting large, complex data sets to identify trends, troubleshoot issues, and drive decisions.
• Exceptional written and verbal communication skills, with the ability to articulate complex technical information clearly to diverse audiences.
• A quick learner, capable of adapting to new technologies and processes efficiently.
• Flexible and willing to work occasional non-standard hours to support a global team and customer base.

Requirements

• Serve as the primary escalation point for all technical support issues related to Sinch’s Voice and Verification services.
• Identify, manage, and resolve complex customer issues, responding to technical inquiries and fulfilling service requests with a high degree of ownership.
• Investigate and resolve service provider complaints, including issues related to fraudulent traffic patterns and traceback requests.
• Champion initiatives to enhance the customer experience by providing data-driven feedback and guidance to internal stakeholders across the business.
• Proactively monitor and analyze global traffic to ensure optimal routing, service quality, and performance.
• Manage and optimize routing configurations based on quality, cost, and performance metrics, with a strategic focus on key customers and markets.
• Administer customer account configurations, including number management, pricing implementation, and traffic routing rules.
• Develop and maintain critical operational tools, including traffic dashboards, system alarms, and procedural runbooks.
• Analyze daily performance data to proactively identify, investigate, and resolve potential service-impacting issues.
• Drive continuous improvement by identifying opportunities for automation and increased operational efficiency to elevate service delivery standards.

Benefits

• Remote work setup.
• Birthday leave (day off on your birthday).
• Additional vacation leave as outlined in the employee handbook.
• Health insurance coverage.
• Home internet allowance.
• Access to the Employee Assistance Program (EAP).

Company Description

At Sinch, we are a global leader in providing cutting-edge communication platforms, enabling businesses to connect with any mobile phone on the planet in seconds or less. Our platform supports mobile SMS, rich messaging, voice, and video communication solutions for some of the biggest companies in the world.