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Apliko
Sent LLC

Technical Support Engineer

Sent LLC
Apliko
Teknologji Informacioni (IT)Prishtinë2 javë më parëFull Time

Location: Prishtina, Kosovo

Company Overview
Sent develops messaging infrastructure that enables businesses to connect with their customers. The company offers a unified API for SMS, WhatsApp, iMessage, and RCS, allowing developers to communicate with users across multiple channels. Supported by $5.8M in funding, Sent is expanding quickly and shaping the future of business messaging.

Position Summary
Sent is looking for motivated and technically capable Technical Support Engineers to become part of its growing team in Prishtina. In this position, you will act as the main contact point for developers and businesses using the Sent platform, assisting them with technical troubleshooting, integration issues, and a smooth overall user experience.

As a member of the support function, you will contribute to continuous 24/7 customer assistance through a rotating shift model together with a team of 4–5 support engineers.

Key Responsibilities

  • Investigate and solve customer technical problems connected to APIs, messaging services, and platform integrations.
  • Analyze API errors, message delivery failures, and other system issues across SMS, WhatsApp, iMessage, and RCS.
  • Deliver customer assistance promptly and professionally through different communication channels.
  • Forward more complex cases to engineering teams with well-structured documentation and clearly reproducible steps.
  • Prepare and update support materials, troubleshooting manuals, and internal knowledge resources.
  • Detect recurring problems and share feedback with the product and engineering teams.
  • Oversee support queues and make sure service-level expectations are achieved.

Qualifications & Skills

  • At least 2 years of background in Technical Support, Customer Support, SaaS, Telecommunications, FinTech, or a comparable area.
  • Excellent English communication skills in both writing and speaking, with C1 or C2 proficiency required.
  • Strong technical understanding and effective problem-solving ability.
  • Familiarity with APIs, web technologies, logs, and troubleshooting workflows.
  • Capacity to work autonomously while handling several priorities in a dynamic environment.
  • High level of attention to detail and a customer-oriented approach.
  • Previous experience supporting developers or other technical users is strongly preferred.
  • Experience with messaging platforms or telecommunications is regarded as a significant advantage.

What We Offer

  • A chance to join a fast-growing US technology company.
  • Exposure to international clients and advanced messaging infrastructure.
  • Opportunities for professional growth within a rapidly scaling organization.
  • Private health insurance, including 50% coverage of family members premiums.
  • A salary package of €900–€1,200 gross per month, based on experience.
  • Extra compensation for overnight shifts.
  • Snacks, treats, coffee, and other refreshments available in the office.
  • A modern and collaborative workplace.
  • Employment conditions in accordance with Kosovo Labor Law.

Office Location

  • Prishtina, Kosovo.

Work Schedule
The team follows a rotating 24/7 schedule to maintain uninterrupted customer support coverage. Shifts can include:

  • Day shifts
  • Evening shifts
  • Overnight shifts
  • Weekend coverage
  • Public holiday coverage

Schedules are organized ahead of time and allocated fairly among team members.