Sinch

Customer Support Analyst

Sinch

full-time

Posted on:

Origin:  • 🇧🇷 Brazil

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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.