The Senior Technical Support Engineer position is responsible for direct management and oversight of Cloud Voice customers and their complex solutions. This position is responsible for setting the customer first culture within Sinch, supporting client interactions, and the execution of exceptional customer experience for our most strategic and complex customer base. The Cloud Voice Advanced Technical Support Engineer must be constantly ensuring customer needs and expectations are met.  The ideal candidate will leverage business, industry, and product knowledge to partner with customers and guide them to accelerate business value and return from their investment, as well as partner with sales to grow the customer’s existing scope of services.

Job Responsibilities:

Manage day-to-day interaction and performance with customers, including support of customer requests related to number porting and inventory Identify product and system enhancements, and partner with the product & development departments with requirements necessary for enhancements to be developed and drive to resolution Provide escalation support for customer integrations through effective and timely communication with customers, sales, and internal departments Evaluates weekly reporting data to identify internal training needs/opportunities to improve processes and quality of support to customers Develop, implement, and measure KPIs & metrics within customer success related to the product with assistance from management Identifies and supports daily issues and escalations that arise from customers by identifying and resolving issues; responding to inquiries; and executing customer requests Maintains a working knowledge of a wide range of applications and systems Contribute to regular customer health checks, business reviews and executive sessions to review product and operational performance, business needs, and strategic roadmaps Define and provide continued guidance on opportunities to improve the customer experience with internal stakeholders across the business Deliver training to support personnel