Developer Support Engineer for Data Calling

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

As a Developer Support Engineer, you will be responsible for enhancing the developer experience by continuously improving our reference implementations, sample apps, and documentation, while providing top-notch support to our clients' developers. You'll troubleshoot customer integrations of our SDKs and APIs, track FAQs, and identify patterns that highlight potential SDK improvements. Our SDKs use WebRTC technology, making it easy to add real-time, in-app voice and video calling to our clients' websites or apps.

• Handle and analyse third-line support inquiries to ensure our FAQs remain relevant.
• Help keep our developer documentation up-to-date and user-friendly.
• Build reference implementations and sample apps to simplify the integration of our voice, video, and verification SDKs.
• Collaborate closely with other engineers to stay informed about important updates and new releases.
• Focus on quality assurance and provide first-class support to developers.
• Communicate effectively with clients, ensuring their technical issues are resolved promptly and clearly.
• Conduct QA testing of SDKs on mobile devices to ensure optimal performance and usability.

Requirements

• Degree in IT, engineering, or a related field, or equivalent work experience.
• High proficiency in English, particularly in writing.
• Strong communication skills, with experience in handling customer support.
• Experience in app development or relevant development roles.
• Strong understanding of the development process and effective communication with developers.
• Interest in voice and video calling technologies.

Good to have

• Familiarity with Android and iOS application development (Kotlin, Swift).
• Experience of using tools such as Datadog and Kibana for monitoring systems and performing root cause analysis through detailed log and metric exploration.
• Previous experience in a similar support role.
• Experience with voice and video calling.
• Familiarity with WebRTC technology, IP networks or telecom networks.
• Experience in manual and automated QA testing of SDKs on mobile devices.

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: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us!