Technical Account Manager – Senior

Sinch

. Act as the primary technical partner for enterprise customers .

Posted 9/23/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing the full ticket and incident lifecycle while providing proactive technical support to enterprise customers. Proficient in communicating technical concepts effectively to diverse audiences and ensuring service readiness for new product launches.

Highest-signal resume keywords

Ticketing Tools ExperienceL2/L3-Level TroubleshootingTechnical Support for Complex ProductsFluent English CommunicationUnderstanding of Incident Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident ManagementTechnical SupportTroubleshootingService Delivery PracticesDocumentationMonitoringAPIsCloud PlatformsSaaS EnvironmentsA2P SMS

Soft Skills

CollaborationCommunicationProblem-SolvingCustomer Experience FocusProactive Guidance

Tools & Technologies

JiraZendeskGrafana

Industry Keywords

Mobile CommunicationsTelecommunicationsMMSRCSOTTIoTMultinational Enterprise Experience

Tech Stack

Tools & technologies

CloudGrafanaIoT

About the role

Key responsibilities & impact

Act as the primary technical partner for enterprise customers
Own the full ticket and incident lifecycle, including triage, prioritization, escalation, communication, resolution, and follow-up
Provide proactive technical guidance and trusted technical support
Collaborate with Account Teams to deliver exceptional customer experiences
Coordinate 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
Lead initiatives to prevent recurring issues and address service gaps
Ensure new product launches and features are service-ready through documentation, monitoring, and enablement
Support fast, high-quality resolutions and improve customer experience

Requirements

What you’ll need

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
Experience in the mobile or telecommunications industry is a plus
Experience with Grafana is a plus
Familiarity or strong interest in A2P SMS, MMS, RCS, OTT, or IoT communications is a plus
Experience working with multinational enterprise customers is a plus
Background in APIs, cloud platforms, or SaaS environments is a plus

Benefits

Comp & perks

100% coverage of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde
Caju flexible benefit card for food, education, and home office assistance
Paid maternity leave for 180 days
Paid paternity leave for 30 days
Daycare assistance for children up to five years old
Wellhub gym and wellness options
Prudential life insurance coverage for unexpected absences, serious illness, accidents, and disabilities
Annual reimbursements for certain disability-related and transgender-related expenses
Paid day off on the employee's birthday