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 hybrid working arrangement, work from home set up reimbursement and a global mobility policy.
- PUT FAMILY FIRST – We know that building a family take priority, therefore we offer a generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver.
- 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.
- STAY HEALTHY – Physical wellness supports mental wellness, so we offer a monthly fitness reimbursement allowance and other wellness programs.
- 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.
- MAKE AN IMPACT – Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
- TREAT YOURSELF – Access to Reward+ program that offers a wide range of discounts and deals across retail, entertainment and much more.
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.