Tech Customer Support Administrator

Sinch; Philippines; Remote; PHP 400,000 - 700,000; Full time

Benefits offered by this job

Remote work setup

Birthday leave

Additional vacation leave

Health insurance coverage

Home internet allowance

Employee Assistance Program (EAP)

Job summary

Sinch is seeking a Tech Customer Support Administrator based in the Philippines to act as the technical escalation point for Voice and Verification services. You will own complex incidents, analyze traffic patterns, and collaborate with engineering and operations to optimize routing and service quality.

You will work with APIs and scripts for testing, while maintaining customer focus and delivering data-driven improvements. The role supports a global team, with flexible hours and a remote setup.

Qualifications

• 3 years in technical customer support or service delivery (2nd line+).
• Telecommunications background with SIP and voice tech knowledge.
• Experience with APIs for testing/troubleshooting.
• Strong data interpretation to identify trends and issues.
• Excellent written and verbal communication across diverse audiences.
• Willingness to learn new technologies and processes.
• Mandarin proficiency is advantageous.

Responsibilities

• Serve as the primary escalation point for technical support on Sinch's Voice and Verification services.
• Investigate, manage, and resolve complex customer issues with ownership.
• Analyze global traffic, optimize routing configurations, and monitor service quality.
• Develop operational tools, dashboards, alarms, and runbooks; drive automation and efficiency.

Skills

Technical support

2nd line support

SIP protocol

APIs

Data analysis

Communication skills

Mandarin language

Job description

Tech Customer Support Administrator

AtSinch, 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.

TheTech Customer Support Administrator is a key member ofSinchglobalsupport team dedicated to ensuring the success of Sinch's Voice and Verification customers. In this technical 2nd line service role, customer focus is central. You will be the trusted technical point of contact for complex issues, service management, and advanced routing configurations that are critical to our customers' success.

This position goes beyond traditional support; you will act as a service delivery champion, taking ownership of technical challenges and seeing them through to resolution.You willinvestigate andtroubleshoot issues escalated from the 1st line team, manage service incidents, and ensure the quality and stability of our global traffic. Your role will involve configuring backend systems, analyzing traffic patterns, and collaborating closely with engineering and operations teams to resolve deep technical problems.

The ideal candidate has a strong technical aptitude and a passion for problem-solving. You are eager to develop a deep understanding of our business, our industry, and the complex products that power global communications. You will have the opportunity to not only solve immediate customer issues but also to collaborate with sales and product teams to enhance the customer experience and help our clients maximize the value they get from our services.

You are analytic, have a technical background, and love the challenge of digging into problems. You are driven, have no problem multitasking, and get inspired by being part of a team and company under development.

This role is open to candidates located in the Philippines, Malaysia, or China.

Job Responsibilities

Customersupport& Incident Management

• Serve as the primary escalation point for all technical support issues related to Sinch's Voice and Verification services.
• Identify, manage, and resolve complex customer issues,respondingto technicalinquiriesandfulfillingservice requests with a high degree of ownership.
• Investigate and resolve service provider complaints, including issues related to fraudulent traffic patterns and traceback requests.
• Champion initiatives to enhancethe customerexperience by providing data-driven feedback and guidance to internal stakeholders across the business.

Service Quality & Routing Management

• Proactivelymonitorand analyze global traffic to ensureoptimalrouting, service quality, and performance.
• Manage andoptimizerouting configurations based on quality, cost, and performance metrics, with a strategic focus on key customers and markets.
• Administer customer account configurations, including number management, pricing implementation, and traffic routing rules.

Operational Excellence & Automation

• Develop andmaintaincritical operational tools, including traffic dashboards, system alarms, and procedural runbooks.
• Analyze daily performancedatato proactivelyidentify, investigate, and resolve potential service-impacting issues.
• Drive continuous improvement byidentifyingopportunities for automation and increased operational efficiency to elevate service delivery standards.

Who are you?

At your core, you are a curious and analytical thinker who genuinely enjoys the challenge of a technical investigation. You have a positive, "can-do" attitude and find real satisfaction in not just solving a problem, but in seeing a customer thrive because of your help. For you, being part of a global teamisn'tjust ajobdetail- it isan opportunity. You are excited by the idea of working with colleagues from all over the world and believe that different perspectives are key to personal and professional growth.

Qualifications

• A minimum of3years of experience in a technical customer support or service delivery role (2nd line or higher preferred).
• Background in the telecommunications industry, with strong, practical knowledge of SIP protocol and modern voice technologies.
• Proven experience working with APIs, including the ability to use or build simple libraries/scripts for testing and troubleshooting.
• Strong analytical skills with experience interpreting large, complex data sets toidentifytrends, troubleshoot issues, and drive decisions.
• Exceptional written and verbal communication skills, with the ability to articulate complex technical information clearly to diverse audiences.
• A quick learner, capable of adapting tonew technologiesand processes efficiently.
• Flexible and willing to work occasional non-standard hours to support a global team and customer base.
• Fluency in Mandarin is an advantage

What we promise to give you

• Remote work setup
• Birthday leave (day off on your birthday)
• Additional vacation leave as outlined in the employee handbook
• Health insurance coverage
• Home internet allowance
• Access to the Employee Assistance Program (EAP)

Sinch Values

• Dream Big- We make the impossible possible by dreaming big to solve our customers' problems and improve their businesses. Great things happen when we dare to challenge the status quo and find creative new ways to wow them. Driven by curiosity, we believe there is no such thing as failure, only continuous learning, and development. Having big, crazy, ambitious goals drives our success.
• Win Together- Great teams work faster and better together - creating meaningful impact for customers. Together as one global team, in close collaboration with our customers, we embrace diversity, meritocracy and care about every single individual. We build trust through open and honest relationships. Its all about the team: being inclusive, respectful, and sharing our knowledge to empower all for personal growth. We collaborate, have fun and are stronger together.
• Keep it Simple- Sinch means simple and easy. Its how we want customers to feel when dealing with us: uncomplicated, down-to-earth, and useful. Things stay simple when you are honest, open and act with integrity. Cut the fluff and talk straight! This also means spending our time and money wisely on things that really count. Eyes on the horizon, feet on the ground.
• Make it Happen- We make things happen and make them matter - for our customers and the world. We are "doers" who value getting results and dont overthink matters. We stay accountable for our actions, apply the highest ethical standards to set ourselves apart and always deliver. If were not making an impact, we rethink the approach. Structure helps us, bureaucracy and excuses do not. No putting things off - lets get it done now.