Help Desk Engineer

2 weeks ago

Porac, Philippines beBeeProblemSolving Full time $60,000 - $80,000
Technical Support Specialist

Sinch is a leader in cloud communications, providing innovative solutions for businesses worldwide.

Job Summary:

We are seeking a skilled Technical Support Specialist to join our team. The ideal candidate will be responsible for providing top-notch technical support to our customers, troubleshooting complex issues, and collaborating with cross-functional teams to resolve customer concerns.

This role requires strong problem-solving skills, persistence, and ability to translate complex technical details to non-technical audiences.

Key Responsibilities:
  • Handle escalated support tickets via email, chat, and phone to support customers.
  • Troubleshoot technical issues using internal tools, logs, and APIs to identify root causes.
  • Ensure compliance and data protection by verifying customer responsibility as texters.
  • Take ownership of escalations from start to finish, providing clear updates until resolution.
  • Collaborate with engineering and product teams to investigate deeper or implement fixes.
  • Partner with cross-functional teams across multiple brands to share knowledge, trends, and solutions.
  • Contribute to knowledge base articles and troubleshooting guides to reduce future escalations.
  • Assist in teaching new and existing support specialists advanced troubleshooting steps and best practices.
  • Monitor and report on trends, outages, and critical issues to leadership.
Requirements:
  • At least one year of experience providing live chat technical support for a software/SaaS platform (or equivalent).
  • Strong analytical and problem-solving skills, with a persistent approach to finding answers.
  • English as primary language; secondary languages a plus, with bonus points for Spanish.
  • Ability to communicate complex technical concepts to non-technical stakeholders.
  • Experience working across teams, departments, or multiple brands to solve customer issues.
  • Dependable, with strong follow-through on customer commitments.
  • Eagerness to learn new tools, systems, and processes quickly.
  • Excellent writing and speaking skills in English.
  • Ability to recognize the bigger picture, spotting trending issues and understanding their impact.
  • Proven experience working autonomously and in cross-regional, cross-functional environments.
This Role Is For You If:
  • You're a technical expert who enjoys solving challenging problems and helping customers.
  • You thrive where customer support meets technical expertise, switching between both seamlessly.
  • You're curious – you dig into why something happened, not just how to fix it.
  • You always spot patterns and think about the customer experience beyond the single ticket.
  • You stay calm under pressure – outages, escalations, frustrated customers are opportunities for you to jump into action.

Sinch values diversity, inclusivity, and innovation. We encourage applicants to bring their authentic selves and explore opportunities for growth and development within our organization.

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