Sr. Tech Support Engineer
Description For Sr. Tech Support Engineer
Sinch is seeking a Senior Technical Support Engineer to join their team in a remote capacity. This role is crucial for managing and overseeing Cloud Voice customers and their complex solutions. The position demands a blend of technical expertise in telecommunications, particularly SIP protocols, and strong customer relationship management skills.
The ideal candidate will be responsible for ensuring exceptional customer experience through direct management of client interactions, technical support, and strategic partnership development. With a salary range of $105,000 to $125,000, this role offers competitive compensation along with comprehensive benefits including medical, dental, vision coverage, 401(k) with employer match, and flexible remote work arrangements.
Key responsibilities include managing customer requests related to number porting and inventory, providing escalation support for integrations, and identifying product enhancements. The role requires 3-5 years of technical customer support experience, strong knowledge of telecommunications systems, and expertise in API management.
This position offers an excellent opportunity for growth within a global technology company, working with cutting-edge cloud communication solutions. The role combines technical expertise with customer success management, making it ideal for professionals who excel in both technical problem-solving and client relationship building.
Benefits include comprehensive healthcare coverage, mental health support through EAP, generous PTO, parental leave, and the flexibility of remote work. The company culture emphasizes work-life balance, professional development, and making a meaningful impact through volunteer opportunities.
The position requires occasional travel and flexibility with working hours to accommodate global customer support, offering a dynamic and challenging environment for the right candidate. Join Sinch to be part of a diverse, innovative team that's shaping the future of cloud communications.
Responsibilities For Sr. Tech Support Engineer
- Manage day-to-day interaction and performance with customers, including support of customer requests related to number porting and inventory
- Identify product and system enhancements, and partner with product & development departments
- Provide escalation support for customer integrations
- Evaluate weekly reporting data to identify internal training needs
- Develop, implement, and measure KPIs & metrics
- Identify and support daily issues and escalations
- Maintain working knowledge of applications and systems
- Contribute to customer health checks and business reviews
- Define opportunities to improve customer experience
- Deliver training to support personnel
Requirements For Sr. Tech Support Engineer
- Telecommunications experience with strong knowledge of SIP
- Knowledge of messaging and provisioning requirements
- Technical competency in managing multiple internal systems
- Familiarity with APIs and competent in building API libraries for testing
- Analytical minded for large data sets, experienced in Tableau preferred
- 3-5 years in a technical customer support role
- Excellent written/verbal communication skills
- Self-motivated, driven, and personable
- Ability to work in a fast-paced, agile team environment
- Strong interpersonal skills
- Excellent time management and organizational skills
- Ability to travel as required
- Willing to work occasional nonstandard hours
Benefits For Sr. Tech Support Engineer
- Comprehensive medical, dental, and vision plans
- Virtual counseling resources through Employee Assistance Program
- Roth and Pre-tax 401(k) options with employer match
- Generous paid time off program
- Paid parental leave and family planning support
- Flexible remote work options
- Paid volunteer time off
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