Serve as the primary escalation point for all technical support issues related to Sinch’s Voice and Verification services.
Identify, manage, and resolve complex customer issues, responding to technical inquiries and fulfilling service requests with a high degree of ownership.
Investigate and resolve service provider complaints, including issues related to fraudulent traffic patterns and traceback requests.
Champion initiatives to enhance the customer experience by providing data-driven feedback and guidance to internal stakeholders across the business.
Proactively monitor and analyze global traffic to ensure optimal routing, service quality, and performance.
Manage and optimize routing configurations based on quality, cost, and performance metrics, with a strategic focus on key customers and markets.
Administer customer account configurations, including number management, pricing implementation, and traffic routing rules.
Develop and maintain critical operational tools, including traffic dashboards, system alarms, and procedural runbooks.
Analyze daily performance data to proactively identify, investigate, and resolve potential service-impacting issues.
Drive continuous improvement by identifying opportunities for automation and increased operational efficiency to elevate service delivery standards.

Must be fluent in Mandarin
A minimum of 3 years of experience in a technical customer support or service delivery role (2nd line or higher preferred).
Background in the telecommunications industry, with strong, practical knowledge of SIP protocol and modern voice technologies.
Proven experience working with APIs, including the ability to use or build simple libraries/scripts for testing and troubleshooting.
Strong analytical skills with experience interpreting large, complex data sets to identify trends, troubleshoot issues, and drive decisions.
Exceptional written and verbal communication skills, with the ability to articulate complex technical information clearly to diverse audiences.
A quick learner, capable of adapting to new technologies and processes efficiently.
Flexible and willing to work occasional non-standard hours to support a global team and customer base.

Tech Support Administrator II

Key skills