Quality of Service Engineer

Description
Are you interested in joining one of Sweden’s leading tech brands and a leading player in global enterprise communications as our new Quality of Service Engineer? At Sinch we develop and provide a real-time cloud-based communications platform for SMS, rich messaging, voice and video calling and user verification. Our platforms process over 40 billion transactions every year, averaging at 1000+ every second and we are able to reach 5 billion mobile users globally. If scale and complexity excite you, Sinch is it.
The essence of the role
You will be part of the QoS (Quality of Service) team that has the goal of improving and optimizing our services offered to customers. This will be achieved through deep analysis, troubleshooting, monitoring, configuration of our products and proactivity hunt for problems. The role also digs into how our SDK’s and APIs are working and ensuring we maintain quality with each release and update. The team also actively works towards helping grow customers through quality improvements and stability by working with Account Managers.
The team is in the build-up stage, and you will have the opportunity to be involved in creating it’s processes and structure.
As a Quality-of-Service Engineer you will:
Ensure customers are getting the best performance possible.
Deep understanding of the products
Detect, investigate, and troubleshoot partner/provider issues and escalate when needed.
Create routines that enable the QoS and other teams to detect problems proactively.
Configure and troubleshoot Sinch back-end systems to ensure continuous quality.

To contribute to this role, you have:
At least 2-3 years’ experience in a relevant technical role or as a 2nd or 3rd line support engineer
Experience wihin RTC / SMS
Experience using SQL
An analytical and process driven way of working
Interest for improving and/or creating processes and tools

Big Plus!
University degree in Computer Science or equivalent
Work experience in relevant industry such as telecoms
Previous experience within telecoms (PSTN Telephony, SIP, Messaging)
Experience in application monitoring like Datadog and Elasticsearch.
Experience in report building using tools such as Tableau

Join us on our journey!
About the recruitment process:
To help us place the right people in the right role, we believe in science-based and fair assessment methods. We follow a competence-based, structured interview process where your skills, experience and attributes relevant to the role and Sinch will be assessed. As part of our recruitment process, pre-employment testing is used to help us increase our hiring success by identifying the candidates that are most likely to thrive and be successful in the role. We acknowledge that there are two parties making a decision in this process and welcome you to ask any questions you may have at any stage of the process.