Technical Support Specialist

Description

About Sinch

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!

About the Role

At SimpleTexting, weʼre looking for a Technical Support Specialist to join our growing team! If you love solving puzzles, diving deep into technical issues, and being the go-to person for complex troubleshooting, this role is for you.

In this role, youʼll be the bridge between our customers, our support teams, and our developers. Youʼll own escalated issues end-to-end, investigating problems, collaborating across teams at Sinch, and ensuring our customers get timely and accurate resolutions. The ideal candidate is comfortable switching gears between providing customer support and technical support quickly, and passionate about helping people.

This is a customer-facing role where youʼll combine technical troubleshooting skills with clear, empathetic communication. Youʼll work closely with Support Specialists, Engineers, and cross-functional teams to spot patterns, resolve issues, and improve the customer experience.

Are we superheroes? Maybe!

Responsibilities

• 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.

Qualifications

• 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.

This Role Is For You If

• Youʼre a technical whiz who gets as much satisfaction from solving tricky issues as from helping customers.
• You thrive where customer support meets technical problem-solving, switching between both with ease.
• Youʼre curious – you dig into “why” something happened, not just “how to fix it.”
• You always spot patterns and think about the customer experience beyond the single ticket.
• You stay cool under pressure – outages, escalations, frustrated customers are chances for you to jump into action.

Not Required, But a Plus

• Experience with Jira or other ticketing systems.
• Familiarity with APIs, automation tools, or integration platforms.
• Basic knowledge of automation (e.g., Zapier, Workato).
• Database familiarity (SQL or NoSQL concepts, simple queries).
• Networking fundamentals (DNS, firewalls, VPNs).

Our Values

At Sinch we “Dream Big”, “Win Together”, “Keep it simple” and “Make it Happen”. These values are our foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

Bring your authentic self to Sinch

Here at Sinch we embrace diversity and work to create an inclusive workplace where everyone can thrive. 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.

Our Hiring Process

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us!