Technical Support Engineer

Job description

Pristina, Kosovo · In-Office About Sent Sent is building the messaging infrastructure that powers how businesses communicate with their customers. We provide a unified API for SMS, WhatsApp, iMessage, and RCS, making it simple for developers to reach people on any channel. We've raised $5.8M in funding and we're growing fast. The Role We're looking for a Technical Support Engineer to be the first line of defense for developers and businesses building on Sent. You'll resolve technical issues, guide customers through complex integrations, and make sure they're successful on the platform. What You'll Do • Resolve technical issues. Help customers debug integration problems, diagnose API errors, and troubleshoot messaging failures across SMS, WhatsApp, and RCS. • Own the customer experience. Be the person customers rely on when they hit a problem. Respond quickly, communicate clearly, and follow through. • Escalate effectively. Know when to bring in engineering. Write clear, reproducible issue summaries so engineers can move fast. • Build internal knowledge. Document recurring issues, write support guides, and help build the systems that make the team more effective over time. • Surface product feedback. Sit at the intersection of customers and product. Identify patterns and advocate internally for fixes and improvements. What We're Looking For - 2+ years of experience in Technical Support, Customer Support, SaaS, Telecommunications, FinTech, or a related field. - Excellent written and verbal English communication skills (C1 or C2 proficiency required). - Strong technical aptitude and problem-solving skills. - Understanding of APIs, web technologies, logs, and troubleshooting processes. - Ability to work independently and manage multiple priorities in a fast-paced environment. - Strong attention to detail and customer-focused mindset. - Experience supporting developers or technical users is highly preferred. - Experience with messaging platforms or telecommunications is considered a strong advantage. WHAT WE OFFER - Opportunity to work with a fast-growing US technology company. - Exposure to international customers and cutting-edge messaging infrastructure. - Career growth opportunities within a rapidly expanding organization. - Private health insurance (50% coverage of family members premiums as well). - Salary package ranging from €900–€1,200 gross per month, depending on experience. - Additional compensation for overnight shifts. - Snacks, treats, coffee, and refreshments in the office. - Modern and collaborative work environment. - In accordance with Kosovo Labor Law. Office Location - Prishtina, Kosovo. WORK SCHEDULE To ensure continuous customer support coverage, our team operates on a rotating 24/7 schedule. Shifts may include: - Day shifts - Evening shifts - Overnight shifts - Weekend coverage Schedules are planned in advance and distributed fairly across the team. Why Sent We're a team building hard technical problems in messaging infrastructure. We value directness, craftsmanship, and actually shipping things. In Pristina, you'll be part of a close-knit engineering and operations team doing real work — not support work, not maintenance work. Work that matters. If you want to join a fast-moving company with a clear product and strong backing, this is that opportunity. Sent, Inc. is an Equal Opportunity Employer committed to building a diverse and inclusive team. We encourage applications from candidates of all backgrounds and experiences.   For any additional questions, feel free to contact us at hr@sent.dm. Only shortlisted candidates will be contacted.