Senior Tech Support Engineer

The Senior Technical Support Engineer position is responsible for direct management and oversight of Cloud Voice customers and their complex solutions. This position is responsible for setting the customer first culture within Sinch, supporting client interactions, and the execution of exceptional customer experience for our most strategic and complex customer base. The Cloud Voice Advanced Technical Support Engineer must be constantly ensuring customer needs and expectations are met.  The ideal candidate will leverage business, industry, and product knowledge to partner with customers and guide them to accelerate business value and return from their investment, as well as partner with sales to grow the customer’s existing scope of services.

Job Responsibilities:

• Manage day-to-day interaction and performance with customers, including support of customer requests related to number porting and inventory
• Identify product and system enhancements, and partner with the product & development departments with requirements necessary for enhancements to be developed and drive to resolution
• Provide escalation support for customer integrations through effective and timely communication with customers, sales, and internal departments
• Evaluates weekly reporting data to identify internal training needs/opportunities to improve processes and quality of support to customers
• Develop, implement, and measure KPIs & metrics within customer success related to the product with assistance from management
• Identifies and supports daily issues and escalations that arise from customers by identifying and resolving issues; responding to inquiries; and executing customer requests
• Maintains a working knowledge of a wide range of applications and systems
• Contribute to regular customer health checks, business reviews and executive sessions to review product and operational performance, business needs, and strategic roadmaps
• Define and provide continued guidance on opportunities to improve the customer experience with internal stakeholders across the business
• Deliver training to support personnel

Requirements

• Telecommunications experience with strong knowledge of SIP
• Knowledge of messaging and provisioning requirements to ensure delivery
• Technical competency in managing multiple internal systems involving number inventory, LNP and Toll-Free number management
• Familiarity with APIs and competent in building API libraries for testing
• Analytical minded for large data sets, experienced in Tableau preferred
• Minimum of 3-5 years in a technical customer support role
• Excellent written/verbal communication skills at all levels
• Self-motivated, driven, and personable individual 
• Able to understand customer needs and identify new opportunities within customer base
• Able to work in a fast paced, agile team environment 
• Excellent phone and written communication skills
• Strong interpersonal skills
• Excellent time management skills and strong organizational skills 
• Quick learner
• Be adaptive to constant change 
• Passion for technology 
• Works well within a team environment
• Ability to travel, as required
• Occasional nonstandard working hours (maintenance, meetings with customers and colleagues in different time zones, etc.)

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 you