Tech Customer Support Administrator II

Sinch; Kalmar kommun; On-site; SEK 380,269 - 597,566; Full time

Job summary

Sinch in Kalmar, Sweden, is hiring a Tech Customer Support Administrator II to provide technical support to global enterprise clients. This role involves troubleshooting technical issues, analyzing messaging traffic, and collaborating with internal teams. The ideal candidate should have experience working directly with enterprise customers and a strong understanding of technical protocols and service ticketing systems. Join a forward-thinking team that values innovation and personal growth.

Qualifications

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

Responsibilities

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

Skills

Technical support experience with global enterprise customers

Understanding of TCP/IP protocol suite

Proficient in service ticketing systems

Fluency in English

Education

Degree in Computer Science or relevant technical field

Tools

Zendesk

Atlassian Jira Service Management

Job description

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 Tech Customer Support Administrator II to join us in Sweden.

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 Support Engineer, 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.

Who Are You?

This is a challenging and dynamic role that requires a strong desire for learning and self‑improvement. You should thrive in a fast‑paced, ever‑evolving environment and view each problem as an opportunity to learn and grow. You will be part of a global team where your ideas will be heard and valued!

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 communication standards like GSM and 4G.
• Knowledge of the SS7 protocol suite and SIGTRAN.

The role requires flexibility to work on rotating shifts covering EMEA and US regions.

Why Sinch?

At Sinch, you'll have the chance to work with some of the most advanced communication technologies in the world. This role will give you a chance to grow technically and professionally as you interact with both customers and cutting‑edge technologies. You will have the support of a collaborative, forward‑thinking team that values innovation, continuous learning, and personal development.

Our Commitment

We strive to cultivate a motivated and hardworking team in a welcoming and diverse workplace. Our core values—Dream Big, Win Together, Keep It Simple, and Make It Happen—form the basis for a culture that encourages innovative thinking and drives improved business outcomes through diverse perspectives and skills.

The path to success is always upward, and opportunities are closer than you think. It’s time to chase answers, tackle challenges, and follow your dreams.

Ready to join us on this journey? Apply now!

If this role isn’t what you’re looking for, please consider other open roles on our career page: Sinch Careers