Support Engineer
Zylo
CloudJavaScriptPythonSQLSwift
Job Level
Junior
Tech Stack
CloudDNSFirewallsNoSQLSQLSwitching
About the role
- Handle escalated support tickets through email, chat, and occasionally phone to support SimpleTexting customers.
- Troubleshoot technical issues using internal tools, logs, and APIs to get to the root cause.
- Be a compliance expert – making sure our customers are responsible texters, and their data is protected when utilizing system tools.
- Take ownership of escalations from start to finish – ensuring customers receive clear, thorough updates until resolution.
- Collaborate with engineering and product teams when deeper investigation or fixes are needed.
- Partner with cross-functional teams across multiple Sinch brands to share knowledge, trends, and solutions.
- Contribute to internal knowledge base articles and troubleshooting guides, and document recurring issues and solutions to reduce future escalations.
- Assist in teaching both new and existing support specialists by sharing advanced troubleshooting steps and best practices.
- Monitor and report on trends, outages, and critical issues to leadership.
- Find creative workarounds and solutions when no immediate fix is available.
Requirements
- At least one year of experience providing live chat technical support for a software/SaaS platform (or equivalent).
- Strong troubleshooting and problem-solving skills – resourceful and persistent in finding answers.
- English is your primary language. Secondary languages are a plus, with bonus points for Spanish.
- Ability to translate complex technical details to non-technical audiences.
- Experience working across teams, departments, or multiple brands to solve customer issues.
- Dependable, with strong follow-through on customer commitments.
- Eagerness to learn new tools, systems, and processes quickly.
- Excellent writing and speaking skills in English.
- Ability to recognize the bigger picture – spotting trending issues and understanding their impact.
- Proven experience working autonomously and in cross-regional, cross-functional environments.
- Experience with Jira or other ticketing systems (plus).
- Familiarity with APIs, automation tools, or integration platforms (plus).
- Basic knowledge of automation (e.g., Zapier, Workato) (plus).
- Database familiarity (SQL or NoSQL concepts, simple queries) (plus).
- Networking fundamentals (DNS, firewalls, VPNs) (plus).
