Tech Support Administrator II

At Sinch, we are a global leader in providing cutting-edge communication platforms, enabling businesses to connect with any mobile phone on the planet in seconds, or less. Our platform supports mobile SMS, rich messaging, voice, and video communication solutions for some of the biggest companies in the world.

The Tech Customer Support Administrator is a key member of Sinch 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.

This role is open to candidates located in the Philippines, Malaysia, or China.

• 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.

At your core, you are a curious and analytical thinker who genuinely enjoys the challenge of a technical investigation. You have a positive, "can-do" attitude and find real satisfaction in not just solving a problem, but in seeing a customer thrive because of your help. For you, being part of a global team isn't just a job detail—it's an opportunity. You are excited by the idea of working with colleagues from all over the world and believe that different perspectives are key to personal and professional growth. 

• 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.
• Fluency in Mandarin is an advantage

• Remote work setup
• Birthday leave (day off on your birthday)
• Additional vacation leave as outlined in the employee handbook
• Health insurance coverage
• Home internet allowance
• Access to the Employee Assistance Program (EAP)

• Dream Big - We make the impossible possible by dreaming big to solve our customers’ problems and improve their businesses. Great things happen when we dare to challenge the status quo and find creative new ways to wow them. Driven by curiosity, we believe there is no such thing as failure, only continuous learning, and development. Having big, crazy, ambitious goals drives our success.

• Win Together - Great teams work faster and better together – creating meaningful impact for customers. Together as one global team, in close collaboration with our customers, we embrace diversity, meritocracy and care about every single individual. We build trust through open and honest relationships. It’s all about the team: being inclusive, respectful, and sharing our knowledge to empower all for personal growth. We collaborate, have fun and are stronger together.

• Keep it Simple - Sinch means simple and easy. It’s how we want customers to feel when dealing with us: uncomplicated, down-to-earth, and useful. Things stay simple when you are honest, open and act with integrity. Cut the fluff and talk straight! This also means spending our time and money wisely on things that really count. Eyes on the horizon, feet on the ground.

• Make it Happen - We make things happen and make them matter – for our customers and the world. We are “doers” who value getting results and don’t overthink matters. We stay accountable for our actions, apply the highest ethical standards to set ourselves apart and always deliver. If we’re not making an impact, we rethink the approach. Structure helps us, bureaucracy and excuses do not. No putting things off – let’s get it done now.

Originally posted on Himalayas