Tech Customer Support Administrator IV

Sinch

12h • Remote

About The Position

The Technical Customer Support Administrator IV 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. Your role will involve configuring backend systems, analyzing traffic patterns, and collaborating 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 are eager to develop a deep understanding of our business, our industry, and the complex products that power global communications. You will have the opportunity to not only solve immediate customer issues but also to collaborate with sales and product teams to enhance the customer experience and help our clients maximize the value they get from our services. You are analytic, have a technical background, and love the challenge of digging into problems. You are driven, have no problem multitasking, and get inspired by being part of a team and company under development.

Requirements

• 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.

Responsibilities

• 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

• Comprehensive market competitive medical, dental, and vision plans.
• Variety of supplemental plans.
• Access to telehealth for all participants.
• Free virtual counselling resources through our global Employee Assistance Program.
• Roth and Pre-tax 401(k) options including an employer match for all participants.
• Generous paid time off program.
• Paid parental leave and family planning support.
• Flexible remote work offerings.
• Paid time off to support a volunteer program of your choice.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees