技术客户经理 III
Technical Account Manager III
关于Sinch
Sinch正在引领世界沟通方式的变革。全球超过150,000家企业——包括Google、Uber、Paypal、Visa、Tinder等——依赖Sinch的客户通信云，通过移动消息、语音和电子邮件打造引人入胜的客户体验。
无论您需要验证用户或构建全渠道营销活动，Sinch都能让一切变得简单。我们的AI融合超级网络、API和应用程序确保您能可靠且安全地在客户旅程的每一步与他们建立连接。
在Sinch，我们秉持“大胆梦想”、“共同取胜”、“保持简单”和“实现目标”的价值观，这些是我们的基石！
职位描述
高级职位 – 您将作为企业客户的首要技术合作伙伴，负责完整的工单和事件生命周期，确保快速、高质量的解决。领导跨职能协作和主动沟通，提升客户体验，防止问题重复发生，并支持新功能和产品的服务准备。
主要职责：
- 负责企业客户的端到端工单生命周期管理，确保及时分类、优先处理和解决。
- 领导影响客户的事件管理，包括严重性评估、升级、沟通和事件后跟进。
- 作为主要技术联系人，提供主动指导和值得信赖的技术支持。
- 与客户经理团队紧密合作，提供卓越的客户体验。
- 推动与支持、工程、产品和运营团队的跨职能协作，解决问题并提升服务质量。
- 主导客户电话、事件回顾、服务回顾和内部同步会议。
- 识别重复性问题、风险和服务缺口，并推动相关改进措施。
- 确保新产品发布和功能具备完善的文档、监控和培训支持。
职位要求
- 英语流利，书面和口语表达能力优秀。
- 本科学历。
- 在技术或客户面向岗位中直接与企业客户合作的经验。
- 使用过工单工具，如Jira和/或Zendesk。
- 支持复杂技术产品或平台的经验。
- 了解支持流程、事件管理和服务交付实践。
- 能够向技术人员和非技术人员清晰传达技术概念。
- 具备L2/L3级别的故障排查经验。
查看英文原文
ABOUT SINCH
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!
DESCRIPTION
Senior level position – You will act as the primary technical partner for enterprise customers, owning the full ticket and incident lifecycle to ensure fast, high‑quality resolutions. Lead cross‑functional collaboration and proactive communication to enhance customer experience, prevent recurring issues, and support service readiness for new features and products.
Main responsibilities:
- Own end‑to‑end ticket lifecycle management for enterprise customers, ensuring timely triage, prioritization, and resolution.
- Lead incident management for customer‑impacting issues, including severity assessment, escalation, communication, and post‑incident follow‑up.
- Serve as the primary technical point of contact, offering proactive guidance and trusted technical support.
- Collaborate closely with Account Teams to deliver exceptional customer experience.
- Drive cross‑functional coordination with Support, Engineering, Product, and Operations to resolve issues and improve service quality.
- Lead customer calls, incident reviews, service reviews, and internal syncs.
- Identify recurring issues, risks, and service gaps, and lead initiatives to address and prevent them.
- Ensure new product launches and features are service‑ready with proper documentation, monitoring, and enablement.
REQUIREMENTS
- Fluent English, written and verbal.
- Bachelor's degree.
- Experience working directly with enterprise customers in a technical or customer‑facing capacity.
- Experience with ticketing tools, such as Jira and/or Zendesk
- Experience supporting complex technical products or platforms.
- Understanding of support processes, incident management, and service delivery practices.
- Ability to communicate technical concepts clearly to technical and non‑technical audiences.
- Experience with L2/L3-level troubleshooting.
Big Plus:
- Experience in the mobile or telecommunications industry.
- Experience with the Grafana tool;
- Familiarity or strong interest in A2P SMS, MMS, RCS, OTT, or IoT communications.
- Experience working with multinational enterprise customers.
- Background in APIs, cloud platforms, or SaaS environments.
Our corporate language is English — please submit your application in English.
OUR HIRING PROCESS
We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.
We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: No matter who you are, we hope you find an exciting path forward - hopefully with us!
BENEFITS
STAY HEALTHY: We cover 100% of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde.
FLEXIBLE BENEFITS: With the Caju flexible benefit card, our Sinchers can choose to use benefits on food, education, and home office assistance.
FAMILY FIRST: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for kids up to five years old.
EVERYDAY WELLBEING: We partner with Wellhub to help Sinchers access gyms and wellness options.
SECURE YOUR FUTURE:Our Partnership with Prudential life insurance provides coverage for all Sinchers in the events of unexpected absences, serious illness, accidents, and disabilities.
DIVERSITY AND INCLUSION: We offer annual reimbursements for certain expenses related to disabilities and/or transgender needs.
TAKE A BREAK: Our Sinchers can take a day off on their birthday to celebrate with their loved ones.
Originally posted on Himalayas