Support Engineer - Philippines
WFA Digital Insight
As demand for digital communication solutions grows, companies like Sinch are leading the charge. With a 25% increase in remote support roles in 2025, specialists with strong technical skills are in high demand. Sinch stands out for its cutting-edge platforms and collaborative team environment. Before applying, candidates should be prepared to showcase their problem-solving skills and experience working with global customers. With the right skills and mindset, this role can be a launching pad for a successful career in tech.
Job Description
About the Role
The Support Engineer role at Sinch is a dynamic and challenging position that requires a strong technical background and excellent problem-solving skills. As a key member of the support team, you will be responsible for providing high-quality technical support to operators and enterprises worldwide. This includes analyzing customer messaging traffic trends and patterns, performing deep triage and troubleshooting of technical issues, and collaborating with customers to resolve problems.The support team at Sinch plays a critical role in ensuring that customers receive the best possible experience when using the company's products. With a follow-the-sun support structure, you will be working with a global team to address customer tickets efficiently and effectively. This role is ideal for individuals who thrive in fast-paced environments and are passionate about learning and self-improvement.
Sinch is committed to providing a collaborative and forward-thinking work environment that values innovation, continuous learning, and personal development. As a Support Engineer, you will have the opportunity to work with cutting-edge communication technologies and interact with both customers and state-of-the-art technologies.
What You Will Do
- Provide high-quality technical support to operators and enterprises worldwide
- Analyze customer messaging traffic trends and patterns in the production environment
- Perform deep triage and troubleshooting of technical issues across both software application and network layers
- Support Sinch colleagues, including the sales team, during customer integration, onboarding, and post-deployment phases
- Collaborate directly with customers in various technical areas, including rich messaging and collaborations with leading suppliers like Google, Amazon, Microsoft, and Meta
- Work with state-of-the-art communication technologies, including rich messaging and collaborations with leading suppliers
- Participate in a follow-the-sun support structure to address customer tickets efficiently and effectively
- Develop and maintain technical documentation and knowledge base articles to support the resolution of customer issues
- Stay up-to-date with industry trends and emerging technologies to continuously improve technical skills and knowledge
What We Are Looking For
- Experience working directly with global enterprise customers in a technical capacity
- Strong understanding of TCP/IP protocol suite and web protocols
- Proficiency in using service ticketing systems such as Zendesk, Atlassian Jira Service Management, etc.
- Fluency in English (both written and spoken) for effective communication with global teams and customers
- Basic knowledge of UNIX/Linux systems, HTTP, SMPP, Rest, SQL, Postman
- Background in telecommunications or wireless communication
- Familiarity with mobile communications standards like GSM and 4G
- Knowledge of the SS7 protocol suite and SIGTRAN
- Experience with cloud-based technologies and platforms
- Strong analytical and problem-solving skills
Nice to Have
- A degree in Computer Science or a relevant technical field, or other formal IT/technical qualifications
- Experience working in a fast-paced, dynamic environment with a strong focus on customer satisfaction
- Knowledge of agile development methodologies and version control systems like Git
- Familiarity with DevOps practices and tools like Jenkins, Docker, and Kubernetes
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with cutting-edge communication technologies and state-of-the-art tools
- Collaborative and forward-thinking work environment that values innovation and continuous learning
- Flexible working hours and remote work options
- Professional development and growth opportunities
- Access to a global network of professionals and industry experts
- Recognition and rewards for outstanding performance and contributions
- Comprehensive health and wellness programs
- Generous PTO and vacation policy
- Retirement savings plan and matching program
- Employee stock option plan
How to Stand Out
- Ensure you have a strong foundation in TCP/IP protocol suite and web protocols, as well as experience with service ticketing systems like Zendesk or Atlassian Jira Service Management.
- Develop a good understanding of cloud-based technologies and platforms, as well as agile development methodologies and version control systems like Git.
- Showcase your problem-solving skills and experience working in a fast-paced, dynamic environment with a strong focus on customer satisfaction.
- Be prepared to provide specific examples of your experience working with global enterprise customers in a technical capacity.
- Highlight your knowledge of mobile communications standards like GSM and 4G, as well as your experience with DevOps practices and tools like Jenkins, Docker, and Kubernetes.
- Make sure to research the company culture and values, and be prepared to discuss how you can contribute to and thrive in a collaborative and forward-thinking work environment.
- Prepare to discuss your experience with state-of-the-art communication technologies, including rich messaging and collaborations with leading suppliers like Google, Amazon, Microsoft, and Meta.
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