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, professio

📌 Tech Customer Support Administrator II (Ciudad de México)
🏢 Sinch
📍 Ciudad de México