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Technical Support Engineer SaaS

Objective

Our client is looking for a customer service driven individual who demonstrates a high competency in communicating complex technical issues. We are growing rapidly and seeking a Technical Support Engineer to join the U.S. Messaging Team, supporting our customers’ use of our client’s Programmable Messaging product. You will focus on providing friendly, professional customer service, while problem solving and communicating complex technical issues to both technical and non-technical audiences via phone, email and chat mediums. You have advanced time management skills, the ability to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.

Hard skills
  • Advanced English Speaker. High proficiency level (> 85%) (must).
  • Bachelor’s degree or equivalent work experience.
  • 2+ years’ experience in a client-facing technical role, preferably in supporting REST API, infrastructure or enterprise software (must).
  • Familiarity with REST API ecosystem and ability to read code in at least one server-side , language (C#, Java, Python, Node.js, Ruby, or PHP) (Desired)
Soft skills
  • Telecommunications industry work experience (Desired).
  • Excellent reading comprehension, listening, and writing skills.
  • Strong problem-solving and technical troubleshooting skills.
  • Ability to work in a fast-changing environment and consistently adapt new approaches and apply new information in daily work.
  • People person with a huge desire to help others succeed
Responsibilities
  • Work on messaging email cases submitted by both individual developers and major brands.
  • Assist customers with troubleshooting message deliverability issues and debug customer code.
  • Speak with a customer on the phone and chat in order to guide them through the development of their SMS application.
  • Collaborate with your teammates and the Twilio Product and Engineering teams via Slack.
  • File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
  • Work with your manager to surface customer problems to assist in process betterment.
Benefits
  • Work at home
  • Wellness program
  • Educational reimbursement
  • Compensation and Benefits

Explore the benefits we have for you!


Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.

Development

We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.