Tech Customer Support Administrator II
- Hiring from
- Mexico
- Work type
- Hybrid
- Posted
- Sep 23, 2026
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 Support Analyst is responsible for providing technical and operational assistance to customers and internal stakeholders, ensuring incidents, service requests, and platform-related issues are properly investigated, managed, and resolved within established SLAs. The role combines technical troubleshooting, customer communication, operational coordination, and incident management in fast-paced environments.
Main responsibilities:
Investigate and troubleshoot technical issues related to platforms, APIs, integrations, connectivity, and services, analyzing logs, system behavior, error messages, and operational data to identify root causes and resolve service disruptions or operational failures.
Manage customer tickets, incidents, escalations, and follow-up activities, including ticket triage, prioritization, categorization, routing, and tracking incident progress through resolution.
Coordinate with Product, Engineering, Service Operations, Suppliers, and third-party partners when escalation is required, including escalating critical issues to the appropriate internal teams.
Monitor queues, alerts, dashboards, service performance indicators, queue health, and workload distribution to support operational continuity and service performance.
Ensure customer inquiries and incidents are handled with clear, professional, and timely communication, maintaining a strong focus on customer experience throughout the resolution process.
Document troubleshooting steps, known issues, procedures, and resolutions, while identifying and supporting opportunities for process improvement, optimization, automation, and operational governance.
Participate in incident management and major issue coordination when necessary, supporting operational continuity during high-severity incidents.
REQUIREMENTS
Advanced/Fluent English.
Strong troubleshooting, analytical thinking, and problem-solving skills, with the ability to analyze operational metrics, identify patterns and issues, and investigate root causes independently.
Understanding of A2P channels, APIs, logs, HTTP responses, networking fundamentals, system integrations, and technical service environments.
Experience with ticketing platforms such as Zendesk, Jira, or ServiceNow, including ticket triage, prioritization, categorization, routing, and follow-up.
Knowledge of escalation management, incident management, and SLA handling, with the ability to work under pressure and effectively manage multiple priorities.
Strong communication and customer-focused mindset, with the ability to provide clear and professional communication while demonstrating attention to detail and a strong sense of ownership.
Strong collaboration and teamwork skills, combined with a proactive problem-solving attitude and adaptability to dynamic, fast-paced operational environments.
Big Plus:
Familiarity with cloud platforms, messaging systems, and/or telecom environments.
Our corporate language is English — please submit your application in English.
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 cover 100% of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde.
FLEXIBLE BENEFITS: With the Caju flexible benefit card, our Sinchers can choose to use benefits on food, education, and home office assistance.
FAMILY FIRST: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for kids up to five years old.
EVERYDAY WELLBEING: We partner with Wellhub to help Sinchers access gyms and wellness options.
SECURE YOUR FUTURE: Our Partnership with Prudential life insurance provides coverage for all Sinchers in the events of unexpected absences, serious illness, accidents, and disabilities.
DIVERSITY AND INCLUSION: We offer annual reimbursements for certain expenses related to disabilities and/or transgender needs.
TAKE A BREAK: Our Sinchers can take a day off on their birthday to celebrate with their loved ones.