Tech Support Engineer III

The Technical Support Engineer (TSE) is primarily responsible for serving as a subject matter expert, owning complex escalations, and acting as a technical connector across teams. TSE plays a key role in shaping products through launch and ongoing operations by partnering closely with Product, Engineering, Support, NOC, vendors, and customers. Documentation, testing, and on-call participation are also fundamental responsibilities of this role. Additional responsibilities such as architecture input and limited travel support the role as needed.

Your Impact & Responsibilities

• Serve as a subject matter expert for supported products, services, and platforms

• Act as an escalation point for complex technical issues affecting customers and systems

• Support products and equipment through launch and ongoing operations, including planning and execution of deployments, maintenance, and migrations

• Work closely with Product, Engineering, Support, NOC, vendors, & customers to drive resolution of issues and reliability

• Contribute to the development and modification of network architecture by collaborating with Operations teams

• Research and self-educate on new or unfamiliar technologies & protocols relevant to supported products and services

• Communicate professionally & effectively with customers, vendors, management, and internal engineering and operations teams, both verbally and in writing

• Foster a positive, knowledge-sharing environment where teams support success through open collaboration

• Create, maintain and train accurate technical documentation, processes, and knowledgebases

• Participate in an on-call rotation and support after-hours incidents as required

Do you have experience in VoIP administration?, * Bachelor’s degree in computer science, Engineering or related field, or equivalent practical experience

• 5+ years’ experience working in advanced technical support, telecom, NOC, or engineering-adjacent environments

• Experience handling escalations, customer-impacting issues, or production systems

• Strong PC, UNIX, and Linux skills, including comfort working in command-line and system-level environments

• Strong technical foundation in telecommunications and IP networking, including voice networks and protocols such as SIP, SS7, and TCP/UDP, with experience supporting live, customer-facing systems

• Hands-on experience working with carrier-grade voice and networking systems, including but not limited to BroadSoft, FreeSwitch , Ribbon, Cisco, Edgemarc , Linux-based platforms, APIs, messaging systems, and SQL

• Excellent troubleshooting, analytical and critical thinking skills across systems and environments

• Ability to read and understand complex network diagrams

• Demonstrates strong initiative and a self-starter mindset

• Ability to identify issues, take ownership, and drive resolution with priority and follow-through

• Ability to perform well under pressure in time-sensitive situations

• Adaptable and flexible in a fast-changing technical environment

• Excellent interpersonal, teamwork, and collaboration skills

• Excellent written and verbal communication skills with strong attention to detail

• Strong ability to communicate technical concepts clearly and professionally to both technical and non-technical audiences

2.52.5 out of 5 stars United States $100,000 - $125,000 a year - Full-time, Pulled from the full job description

• Paid parental leave
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance

• Dental insurance, * STAY HEALTHY : We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.

• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.

• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.

• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.

• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.

• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.

• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

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!