Complex Solution Support Engineer
Sinch, Sweden

Join us and become part of being a global leader in the market for Communication Platforms as a Service (CPaaS) and mobile customer engagement! We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video.

More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use our technology to engage with their customers. Moreover, Sinch has been a profitable and fast-growing company since its foundation in 2008 in Sweden. Whether you know us or not, you’ve probably used our products several times today already.

Post-sales support role in which you will be part of the support operations team, managing and resolving customer incidents for Sinch’s regional accounts that have bespoke solutions across multiple products, and that are not typically supported by the core messaging 24x7 global support team or the regional key account SAMs.

This can include conversation api’s, SaaS chat bots and application interfaces, e.g. Contact Pro and campaign managers across the Sinch portfolio.

These customers may include accounts that are in an early incubation stage and require close focus and attention whilst they get up to speed with their new product usage. Customers could also comprise early adopters of new Sinch product and solutions that have not reached mainstream/mature support yet and knowledge in the core team is limited, or not available, so need specialist support knowledge to resolve a limited set of issues.

Additionally, you will work reactively to identify and resolve all escalations to the Support team, with the aim of providing a consistent level of resolution assistance and high customer satisfaction for issues, whilst liaising closely with the 24x7 Global Support team based in Kalmar, Sweden.

Monitoring of bespoke solution alerts will also be required and will lead to reactive triage of the issue to identify next steps and possible escalation teams.

Principal Duties and Responsibilities:

• Research and document issues at a much deeper level than basic resolution and providing detailed data on the issue and its resolution to both customers and the account team
• Address any ‘warm’ issues that have the potential to turn into hot escalations with high visibility at executive level
• Use SLA timescales to assess overdue tickets
• On-call rotation for out of hours support of P1/BLOCKING issues until this function expands sufficiently to provide full 24x7 and decentralised/regional cover.

We believe that you have an analytical approach to problem solving, but also able to escalate quickly and efficiently where knowledge and/or time limitations exist. To be successful in this role you have to be a self-motivated individual with the ability to work independently as well as in a group setting.

In order to contribute to this role you have:

• Engineering degree in telecommunications, or equivalent technical/IT experience
• A minimum 2-3 years’ experience in a technical support position preferably working with Enterprise level companies and a wide solutions portfolio.
•  Intermediate knowledge of telecommunications, networking, and Internet Protocol essentials and solid knowledge of network access, server functionality amp; troubleshooting
•  User experience of Windows and Linux Operating Systems and experience with UNIX/Linux command line interface (shell)
• You will have excellent (English language) communication skills written and spoken

We're a worldwide group of people, committed to diversity. We're working to offer an increasingly inclusive workplace wherever you are. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.

We’re proud to be an equal opportunity employer, and all qualified applicants will be considered to join our team regardless of race, colour, religion, gender identity or expression, sexual orientation, pregnancy, disability, age, veteran status, and more.

Being a Sincher is all about learning and being in pursuit of new challenges. Working in the offices, at home, or in a hybrid model, that means celebrating change and the unknown, rolling up your sleeves and seeing what impact you can have on the world. The only way is up, and you’ll be reaching for the opportunities that match where you want to take your career. It’s closer than you think.

It’s time to chase the answers, chase the challenges and chase the dream.

Ready? Join us on our journey!

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