Customer Support Analyst

Sinch; Ciudad de México; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global communication platform provider is looking for a Support Engineer to join their Americas Team. This role involves providing high-quality technical support to global enterprise customers, analyzing messaging trends, and troubleshooting technical issues across networks. The ideal candidate should have experience in technical support, a strong grasp of TCP/IP, and proficiency with ticketing systems like Zendesk. This position also offers a comprehensive benefits package, including medical coverage and a hybrid work model.

Servicios

100% medical and dental coverage

Flexible benefits card

Paid maternity and paternity leave

Gym and wellness options

Life insurance coverage

Annual reimbursements for disabilities/transgender needs

Birthday leave

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Performance Bonus

Formación

• Experience working directly with global enterprise customers in a technical capacity.
• Strong understanding of TCP/IP protocol suite and web protocols.
• Proficiency in using service ticketing systems such as Zendesk and Jira.

Responsabilidades

• Provide high-quality technical support to operators and enterprises worldwide.
• Analyze customer messaging traffic trends in our production environment.
• Perform deep triage and troubleshooting of technical issues.

Conocimientos

Experience with global enterprise customers

Strong understanding of TCP/IP protocols

Proficiency in service ticketing systems

Fluency in English

Educación

Degree in Computer Science or relevant field

Herramientas

Zendesk

Atlassian Jira Service Management

Postman

Descripción del empleo

At Sinch, we are a global leader in providing cutting-edge communication platforms, enabling businesses to connect with any mobile phone on the planet in seconds, or less. Our platform supports mobile SMS, rich messaging, voice, and video communication solutions for some of the biggest companies in the world. We are expanding our support team in Asia and looking for a passionate and driven Support Engineer to join us in the Americas Team.

What We Do:

Our support team plays a crucial role in ensuring our customers receive the best possible experience while using our products. Operating 24/7, we tackle challenges and resolve customer issues from around the globe, helping customers across industries. As we expand, we are building a follow-the-sun support structure to address customer tickets efficiently and effectively.

Key Responsibilities

As a Support Analyst, you will:

• Provide high-quality technical support to operators and enterprises worldwide.
• Analyze customer messaging traffic trends and patterns in our production environment.
• Perform deep triage and troubleshooting of technical issues across both software application and network layers.
• Support Sinch colleagues, including the sales team, during customer integration, onboarding, and post-deployment phases.
• Collaborate directly with customers in various technical areas, while working with state-of-the-art communication technologies, including rich messaging and collaborations with leading suppliers like Google, Amazon, Microsoft, and Meta.
• To be successful in this role, you should possess:
  • Experience working directly with global enterprise customers in a technical capacity.
  • Strong understanding of TCP/IP protocol suite and web protocols.
  • Proficiency in using service ticketing systems such as Zendesk, Atlassian Jira Service Management, etc.
  • Fluency in English (both written and spoken) for effective communication with global teams and customers.
• Big Plus! To stand out, you should ideally have:
  • A degree in Computer Science or a relevant technical field, or other formal IT/technical qualifications.
  • Basic knowledge of UNIX/Linux systems, HTTP, SMPP, Rest, SQL, Postman.
  • Background in telecommunications or wireless communication.
  • Familiarity with mobile communications standards like GSM and 4G.
  • Knowledge of the SS7 protocol suite and SIGTRAN.

Benefits

• Stay healthy: We cover 100% of medical and dental plans for Sinchers and eligible dependents.
• 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.
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Hybrid model
• Training & Development
• Performance Bonus