Technical Account Manager III

Sinch; São Paulo; Híbrido; BRL 250 000 - 420 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Stay healthy

Flexible benefits

Family first

Everyday wellbeing

Secure your future

Diversity & inclusion

Birthday leave

Resumo da oferta

Sinch seeks a Senior Enterprise Support professional to own end-to-end ticket lifecycle management for enterprise customers, driving timely triage, prioritization, and resolution across global teams.

You will lead incident management, offer proactive technical guidance, and collaborate with Account Teams to ensure exceptional customer experience while enabling service readiness for new features.

Qualificações

• Experience working with enterprise customers in technical or customer-facing roles.
• Proficient in incident management and service delivery practices.
• Experience with Jira and Zendesk ticketing tools.
• Able to explain complex technical concepts to technical and non-technical audiences.
• Experience with L2/L3 troubleshooting in mobile/telecommunications.
• Familiar with APIs, cloud platforms, or SaaS environments.
• Interest in A2P SMS, MMS, RCS, OTT, or IoT.
• Experience with multinational enterprise customers.

Responsabilidades

• Own end-to-end ticket lifecycle management for enterprise customers, ensuring timely triage, prioritization, and resolution.
• Lead incident management for customer‑impacting issues, including severity assessment, escalation, communication, and post‑incident follow‑up.
• Serve as the primary technical point of contact, offering proactive guidance and trusted technical support.
• Collaborate closely with Account Teams to deliver exceptional customer experience.
• Drive cross‑functional coordination with Support, Engineering, Product, and Operations to resolve issues and improve service quality.
• Lead customer calls, incident reviews, service reviews, and internal syncs.
• Identify recurring issues, risks, and service gaps, and lead initiatives to address and prevent them.
• Ensure new product launches and features are service‑ready with proper documentation, monitoring, and enablement.

Conhecimentos

Enterprise exp

Tech comms

Jira/Zendesk

L2/L3 support

APIs/Cloud/SaaS

Telecom domain

Multinational customers

Incident management

Service delivery

Ferramentas

Grafana

Descrição da oferta de emprego

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!

DESCRIPTION

Senior level position – You will act as the primary technical partner for enterprise customers, owning the full ticket and incident lifecycle to ensure fast, high‑quality resolutions. Lead cross‑functional collaboration and proactive communication to enhance customer experience, prevent recurring issues, and support service readiness for new features and products.

Main responsibilities:

• Own end‑to‑end ticket lifecycle management for enterprise customers, ensuring timely triage, prioritization, and resolution.
• Lead incident management for customer‑impacting issues, including severity assessment, escalation, communication, and post‑incident follow‑up.
• Serve as the primary technical point of contact, offering proactive guidance and trusted technical support.
• Collaborate closely with Account Teams to deliver exceptional customer experience.
• Drive cross‑functional coordination with Support, Engineering, Product, and Operations to resolve issues and improve service quality.
• Lead customer calls, incident reviews, service reviews, and internal syncs.
• Identify recurring issues, risks, and service gaps, and lead initiatives to address and prevent them.
• Ensure new product launches and features are service‑ready with proper documentation, monitoring, and enablement.

REQUIREMENTS

• Fluent English, written and verbal.
• Experience working directly with enterprise customers in a technical or customer‑facing capacity.
• Experience with ticketing tools, such as Jira and/or Zendesk
• Experience supporting complex technical products or platforms.
• Understanding of support processes, incident management, and service delivery practices.
• Ability to communicate technical concepts clearly to technical and non‑technical audiences.
• Experience with L2/L3-level troubleshooting.
• Experience in the mobile or telecommunications industry.
• Experience with the Grafana tool;
• Familiarity or strong interest in A2P SMS, MMS, RCS, OTT, or IoT communications.
• Experience working with multinational enterprise customers.
• Background in APIs, cloud platforms, or SaaS environments.

Our corporate language is English — please submit your application in English.

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!

BENEFITS

• STAY HEALTHY: We cover 100% of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde .
• FLEXIBLE BENEFITS: With the Caju flexible benefit card, our Sinchers can choose to use benefits on food, education, and home office assistance.
• FAMILY FIRST: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for kids up to five years old.
• EVERYDAY WELLBEING: We partner with Wellhub to help Sinchers access gyms and wellness options.
• SECURE YOUR FUTURE: Our Partnership with Prudential life insurance provides coverage for all Sinchers in the events of unexpected absences, serious illness, accidents, and disabilities.
• DIVERSITY AND INCLUSION: We offer annual reimbursements for certain expenses related to disabilities and/or transgender needs.
• TAKE A BREAK: Our Sinchers can take a day off on their birthday to celebrate with their loved ones.

About Us

Sinch is a global customer engagement platform that provides communication services for businesses across messaging, voice, and email. Sinch's services are used by more than 150,000 businesses, including many of the world's largest tech companies.

About the Team

Through strategic acquisitions and fast organic growth, Sinch has turned into an international powerhouse serving enterprises across the globe and handling over 700 billion engagements per year. In fact, independent analysts say we're a CPaaS leader!

Job Details

• Job Schedule Full time

Sinch collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant, see the privacy notice for further details.

At Sinch, we’re committed to building a workplace where everyone feels valued, supported, and welcomed. We provide equal employment opportunities to all employees and applicants and do not discriminate on the basis of race, color, national origin, religion, creed, disability, age, sex, sexual orientation, gender identity or expression, marital status, familial status (including pregnancy, childbirth, and related medical conditions), status with regard to public assistance, veteran status, genetic information, or membership or activity in a local human rights commission, or any other status protected by applicable law.

Minnesota Applicants: In accordance with the Minnesota Human Rights Act, Sinch maintains a workplace free from discrimination and retaliation, detailed here . Information regarding applicant rights and required Minnesota workplace notices are available here .