Support Engineer – Tier 3 (Technology)
Certisign
GrafanaJava
Job Level
Mid-LevelSenior
Tech Stack
LinuxSQLTCP/IPUnix
About the role
- Provide high-quality technical support to operators and enterprises worldwide.
- Analyze customer messaging traffic trends and patterns in production environments.
- Perform deep triage and troubleshooting of technical issues across software application and network layers.
- Support Sinch colleagues, including sales, during customer integration, onboarding, and post-deployment phases.
- Collaborate directly with customers on technical issues and work with communication technologies including rich messaging.
- Work with leading suppliers and platforms such as Google, Amazon, Microsoft, and Meta as part of support activities.
- Operate within a 24/7 follow-the-sun global support structure to address customer tickets.
Requirements
- 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).
- (Big Plus) Degree in Computer Science or a relevant technical field, or other formal IT/technical qualifications.
- (Big Plus) Basic knowledge of UNIX/Linux systems, HTTP, SMPP, Rest, SQL, Postman.
- (Big Plus) Background in telecommunications or wireless communication.
- (Big Plus) Familiarity with mobile communications standards like GSM and 4G.
- (Big Plus) Knowledge of the SS7 protocol suite and SIGTRAN.
