L2 Technical Support Specialist - Core

The technical support team assists external and internal customers by monitoring, investigating, and troubleshooting technical issues and incidents. They support our customers throughout the entire customer lifecycle, including provisioning, onboarding, and maintenance. The team contributes towards improvements of our product systems and processes to enhance customer experience. They are the subject matter experts on our entire range of messaging products, providing customer support over email, phone, and chat.

Sinch has an offshore first line support team based in the Philippines.  The Philippines team will handle initial customer enquiries, with those needing technical support being escalated to the global L2 technical support team to manage.

Requirements

• Be the escalation point of contact for the internal and external customers for all technical inquiries.
• Engage with customers via phone, email and chat to resolve their technical issues.
• Action request in a timely manner and in accordance within SLAs.
• Troubleshooting technical issues through to resolution, escalating to Level 3 support where needed.
• Log all incidents/interactions using Zendesk, and where necessary via Jira or other support tooling.
• Act as SME with technical related topics such as API’s, routing, reporting, as well as be proficient in both core products and with our suite of integrations.
• Assist with development and improvements of technical support policies and procedures.
• Actively contribute to the knowledge base by writing internal and customer processes and procedures.
• Conduct RCA following systems incidents and communicating improvements.
• Primary point of customer contact to manage incidents.
• Rotating weekend on call coverage approximately once every 6 weeks.

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

Our expert teams are built from some of the most experienced in the industry. We employ people from all over the world, from all walks of life and from all backgrounds. We work together, feeding on our diversity to make us stronger, and we encourage each other to be the best we can be. Innovation drives us, and we challenge ourselves every day. Get in touch and join us on our journey!

The annual starting salary for this position is between $60,000.00 - $70,000.00 per year. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications.

This role will be accepting applications until 3/28/2025 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.