Tech Support Engineer III
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AI Summary
ABOUT SINCH
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
The Technical Support Engineer (TSE) is primarily responsible for serving as a subject matter expert, owning complex escalations, and acting as a technical connector across teams. TSE plays a key role in shaping products through launch and ongoing operations by partnering closely with Product, Engineering, Support, NOC, vendors, and customers.
Documentation, testing, and on-call participation are also fundamental responsibilities of this role. Additional responsibilities such as architecture input and limited travel support the role as needed.
Your Impact & Responsibilities
Serve as a subject matter expert for supported products, services, and platforms
Act as an escalation point for complex technical issues affecting customers and systems
Support products and equipment through launch and ongoing operations, including planning and execution of deployments, maintenance, and migrations
Work closely with Product, Engineering, Support, NOC, vendors, & customers to drive resolution of issues and reliability
Contribute to the development and modification of network architecture by collaborating with Operations teams
Research and self-educate on new or unfamiliar technologies & protocols relevant to supported products and services
Communicate professionally & effectively with customers, vendors, management, and internal engineering and operations teams, both verbally and in writing
Foster a positive, knowledge-sharing environment where teams support success through open collaboration
Create, maintain and train accurate technical documentation, processes, and knowledgebases
Participate in an on-call rotation and support after-hours incidents as required
REQUIREMENTS
Bachelor’s degree in computer science, Engineering or related field, or equivalent practical experience
5+ years’ experience working in advanced technical support, telecom, NOC, or engineering-adjacent environments
Experience handling escalations, customer-impacting issues, or production systems
Strong PC, UNIX, and Linux skills, including comfort working in command-line and system-level environments
Strong technical foundation in telecommunications and IP networking, including voice networks and protocols such as SIP, SS7, and TCP/UDP, with experience supporting live, customer-facing systems
Hands-on experience working with carrier-grade voice and networking systems, including but not limited to BroadSoft, FreeSwitch, Ribbon, Cisco, Edgemarc, Linux-based platforms, APIs, messaging systems, and SQL
Excellent troubleshooting, analytical and critical thinking skills across systems and environments
Ability to read and understand complex network diagrams
Demonstrates strong initiative and a self-starter mindset
Ability to identify issues, take ownership, and drive resolution with priority and follow-through
Ability to perform well under pressure in time-sensitive situations
Adaptable and flexible in a fast-changing technical environment
Excellent interpersonal, teamwork, and collaboration skills
Excellent written and verbal communication skills with strong attention to detail
Strong ability to communicate technical concepts clearly and professionally to both technical and non-technical audiences
This is a remote opportunity, but candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO
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 offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
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.
SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.
MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
The annual starting salary for this position is between $100,000 - $125,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This role will be accepting applications until June 11, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.
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