Customer Support Analyst

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. We are expanding our support team in Asia and looking for a passionate and driven Support Engineer to join us in the Americas Team.

What We Do:
Our support team plays a crucial role in ensuring our customers receive the best possible experience while using our products. Operating 24/7, we tackle challenges and resolve customer issues from around the globe, helping customers across industries. As we expand, we are building a follow-the-sun support structure to address customer tickets efficiently and effectively.

Key Responsibilities – As a Support Analyst, you will:

• Provide high-quality technical support to operators and enterprises worldwide.
• Analyze customer messaging traffic trends and patterns in our production environment.
• Perform deep triage and troubleshooting of technical issues across both software application and network layers.
• Support Sinch colleagues, including the sales team, during customer integration, onboarding, and post-deployment phases.
• Collaborate directly with customers in various technical areas, while working with state-of-the-art communication technologies, including rich messaging and collaborations with leading suppliers like Google, Amazon, Microsoft, and Meta.

Who Are You?
This is a challenging and dynamic role that requires a strong desire for learning and self-improvement. You should thrive in a fast-paced, ever-evolving environment and view each problem as an opportunity to learn and grow. You will be part of a global team where your ideas will be heard and valued

Why Sinch?
At Sinch, you'll have the chance to work with some of the most advanced communication technologies in the world. This role will give you a chance to grow technically and professionally as you interact with both customers and cutting-edge technologies. You will have the support of a collaborative, forward-thinking team that values innovation, continuous learning, and personal development.

Requirements

• To be successful in this role, you should possess:
  • Experience working directly with global enterprise customers in a technical capacity.
  • Strong understanding of TCP/IP protocol suite and web protocols.
  • Proficiency in using service ticketing systems such as Zendesk, Atlassian Jira Service Management, etc.
  • Fluency in English (both written and spoken) for effective communication with global teams and customers.
• Big Plus To stand out, you should ideally have:
  • A degree in Computer Science or a relevant technical field, or other formal IT/technical qualifications.
  • Basic knowledge of UNIX/Linux systems, HTTP, SMPP, Rest, SQL, Postman.
  • Background in telecommunications or wireless communication.
  • Familiarity with mobile communications standards like GSM and 4G.
  • Knowledge of the SS7 protocol suite and SIGTRAN.

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. 

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Work From Home
• Training & Development
• Performance Bonus