Dedicated Support Engineer
Sinch, United Kingdom

Are you interested in joining one of the world's leading tech brands and be part of our journey forward? We are one of the most successful companies in the world that you have probably never heard of, according to Forbes Magazine, and we have exciting future plans! We are looking for a Dedicated Support Engineer that will ensure our most valuable and strategic clients receive maximum value from Sinch’s products and services.

The Dedicated Support Engineer will be responsible for ensuring our most valuable and strategic clients receive industry leading customer experience and technical service quality. Through managing support tickets, working closely with our clients and cross functional teams the position provides dedicated technical support and service delivery management for key clients who are assigned to them.

As our new Dedicated Support Engineer you will:

• Individually be responsible for establishing, defining and refining end to end delivery on services, incidents and requests for assigned clients
• Work closely with Client related issues, answer calls and support clients for all technical issues and requests
• Deal with focused enterprise clients that are assigned to the role.
• Monitor and support the core Sinch messaging platform
• Actively promote a close working relationship with our clients and internal teams to maximise service delivery and customer experience.
• Provide day-to-day support for customer escalations and incident tickets.
• Provide day-to-day monitoring and sometimes operational support and administration of Linux/Java-based services during installation, configuration and regular upgrades or maintenance of the Sinch core messaging applications.
• Troubleshoot problems with and help reconfigure the messaging platform as needed to ensure the good service quality
• Conduct problem management and proactive service quality improvements
• Have a continual service improvement mentality
• Contribute to regular cross functional meetings internally to drive service delivery and improvement
• Work closely with Service Delivery Management, Account Director and Account Manager to optimise customer experience
• Maintain positive and proactive relationships with customers
• Meet or exceed customer SLAs, KPI’s and customer satisfaction metrics

We believe you have a couple of years of experience working in support roles, preferably towards dedicated accounts, in a global environment. You have a strong sense of personal accountability regarding decision-making and a strong sense of ‘Customer First’ mentality.

In order to contribute in this role you have:

• A couple of years experience in supporting core IT production environments.
• Power user level of the Linux operating system.
• Good understanding of Unix text parsing/manipulation tools, willing to learn technology.
• Exposure to Perl/Bash scripting abilities.
• Experience with web-based protocols and general Linux-based TCP/IP networking (ifconfig, netstat, tcpdump, etc.).
• Experience supporting Java-based production applications.
• Experience working in a fast paced, high-level collaborative environment and promoting a teamwork mentality

You'll stand out from the crowd if you have previous experience in the mobile industry or telephone services is a plus or having a keen interest in mobile communications (A2P SMS, MMS, OTT, IoT) .

About the recruitment process:

To help us place the right people in the right role, we believe in science-based and fair assessment methods. We follow a competence-based, structured interview process where your skills, experience and attributes relevant to the role and Sinch will be assessed. As part of our recruitment process, pre-employment testing is used to help us increase our hiring success by identifying the candidates that are most likely to thrive and be successful in the role. We acknowledge that there are two parties making a decision in this process and welcome you to ask any questions you may have at any stage of the process.

Job Rewards and Benefits