Technical Support Administrator L1
Why do we have this role?
The Level 1 Technical Support team delivers first-line support for Sinch Engage
messaging products to both external and internal customers. They are responsible
for monitoring, investigating, and resolving technical issues and incidents,
while supporting customers across the full lifecycle from provisioning and
account setup through to onboarding and ongoing care.
As subject matter experts across our messaging products, the L1 team delivers
support via email, phone, and chat, all managed through Zendesk. They also
contribute to continuous improvements in product systems and processes to
enhance the overall customer experience.
The available position operates within the European timezone as part of our 24/7
support function. The Level 1 team is responsible for handling initial customer
enquiries and resolving issues where possible. More complex or technical cases
are escalated to the Level 2 Technical Support team for further investigation
and resolution.
What do you do in the role?
Act as the first point of contact for internal and external customers,
delivering technical support across email, phone, and chat via Zendesk for
our suite of messaging products.
Monitor, investigate, and troubleshoot technical issues and incidents through
to resolution, in line with Level 1 scope and defined SLAs.
Provide end-to-end product support, including message and product-related
investigations, while accurately logging, tracking, and managing all customer
interactions and incidents in Zendesk, and where required, Jira or other
support tools.
Maintain clear, proactive communication with customers throughout the
lifecycle of a ticket, including setting expectations and providing timely
updates.
Support customer provisioning, account setup, and onboarding activities for
new and existing customers.
Identify, triage, and escalate complex or high-impact technical issues to the
Level 2 Technical Support team for further investigation and resolution.
Develop and maintain Subject Matter Expertise across technical areas such as
APIs, routing, reporting, and product integrations.
Identify recurring issues, trends, and opportunities for improvement,
contributing to enhancements in product systems and customer experience.
Collaborate with cross-functional teams (e.g. Engineering, Product, Customer
Success) to ensure timely resolution of issues and continuous service
improvement.
What experience/qualities you need to bring with you
The ideal candidate has prior experience in a support or similar role and brings
a strong customer-first mindset. They have a proven ability to deliver
exceptional service in a fast-paced, technology-driven environment, supported by
excellent problem-solving and analytical skills. They have a technical passion
and can quickly diagnose issues, think critically, and communicate clear,
effective solutions to a range of audiences.
They are highly proficient in navigating multiple systems and tools, with strong
attention to detail and the ability to manage competing priorities effectively.
Excellent communication skills are essential, with the ability to engage
confidently with both technical and non-technical customers, demonstrating
empathy, patience, and professionalism at all times.
A solid understanding of technical concepts such as APIs, integrations, and
system workflows is highly desirable. Experience working with ticketing systems
(e.g. Zendesk) and collaborating with cross-functional teams is also beneficial.
A bachelor's degree in Business Information Systems or a related field is
advantageous but not essential for candidates with relevant practical
experience.
What we promise to give you
WHERE YOU WORK MATTERS – We understand the benefit of a flexible schedule
where you can best impact both your personal and work life, so we offer a
remote working arrangement.
CELEBRATE YOURSELF – By providing a day off for your birthday, we want you to
take the time to celebrate the year you've had with your nearest and dearest.
TAKE A BREAK - Enjoy a generous annual leave program. We value balance and
understand that performance at work requires time to rest at home and/or
rejuvenate on vacation.
TAKE THE NEXT STEP – Coaching and career development support, including
access to a range of online professional development courses.
CARE FOR YOURSELF – Take advantage of our free virtual counselling resources
through our global Employee Assistance Program. Your mental health is as
important as your physical health.
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. It's 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. It's 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 don't
overthink matters. We stay accountable for our actions, apply the highest
ethical standards to set ourselves apart and always deliver. If we're not
making an impact, we rethink the approach. Structure helps us, bureaucracy
and excuses do not. No putting things off – let's get it done now.