[Hiring] Technical Support Administrator II @Sinch

Role Description

The Level 1 Technical Support team delivers first-line support for Sinch Engage messaging products to both external and internal customers. They are responsible for monitoring, investigating, and resolving technical issues and incidents, while supporting customers across the full lifecycle from provisioning and account setup through to onboarding and ongoing care.

• Act as the first point of contact for internal and external customers, delivering technical support across email, phone, and chat via Zendesk for our suite of messaging products.
• Monitor, investigate, and troubleshoot technical issues and incidents through to resolution, in line with Level 1 scope and defined SLAs.
• Provide end-to-end product support, including message and product-related investigations, while accurately logging, tracking, and managing all customer interactions and incidents in Zendesk, and where required, Jira or other support tools.
• Maintain clear, proactive communication with customers throughout the lifecycle of a ticket, including setting expectations and providing timely updates.
• Support customer provisioning, account setup, and onboarding activities for new and existing customers.
• Identify, triage, and escalate complex or high-impact technical issues to the Level 2 Technical Support team for further investigation and resolution.
• Develop and maintain Subject Matter Expertise across technical areas such as APIs, routing, reporting, and product integrations.
• Identify recurring issues, trends, and opportunities for improvement, contributing to enhancements in product systems and customer experience.
• Collaborate with cross-functional teams (e.g. Engineering, Product, Customer Success) to ensure timely resolution of issues and continuous service improvement.

Qualifications

• Prior experience in a support or similar role.
• Strong customer-first mindset.
• Proven ability to deliver exceptional service in a fast-paced, technology-driven environment.
• Excellent problem-solving and analytical skills.
• Technical passion with the ability to quickly diagnose issues.
• Strong attention to detail and ability to manage competing priorities effectively.
• Excellent communication skills, engaging confidently with both technical and non-technical customers.
• Solid understanding of technical concepts such as APIs, integrations, and system workflows.
• Experience working with ticketing systems (e.g. Zendesk) and collaborating with cross-functional teams is beneficial.
• A bachelor's degree in Business Information Systems or a related field is advantageous but not essential for candidates with relevant practical experience.

Benefits

• Flexible remote working arrangement.
• Day off for your birthday.
• Generous annual leave program.
• Coaching and career development support, including access to online professional development courses.
• Free virtual counselling resources through the global Employee Assistance Program.

Company Description

• Dream Big: We make the impossible possible by dreaming big to solve our customers' problems and improve their businesses.
• Win Together: Great teams work faster and better together, creating meaningful impact for customers.
• Keep it Simple: We want customers to feel uncomplicated, down-to-earth, and useful when dealing with us.
• Make it Happen: We value getting results and stay accountable for our actions.