TheSoul Group is a leading creator business platform positioned at the heart of the creator economy. Our original videos, animations, and editorial stories inspire audiences in 21 languages, across 60 platforms and 20 websites. Together with our network of 15,000 talented creators, we reach over 5 billion followers and generate more than 100 billion monthly views on social media. As a global powerhouse in digital media, we drive viral success for creators and brands worldwide through a wide range of services, leveraging our expertise in content distribution, localization, and social media management. We’re the creators behind global phenomena such as 5-Minute Crafts and BrightSide, and we continue to expand our influence in the creator economy through strategic acquisitions like Mediacube and Underscore Talent. We’re a dynamic, remote-first global team, fostering award-winning creativity, a no-red-tape approach, and great vibes! Responsibilities: - Investigate and resolve issues related to internal and global products. - Maintain and update the internal knowledge base with clear, structured documentation of solutions. - Manage user access provisioning in accordance with established security policies and procedures. - Perform subscription and service audits - Design and develop AI-driven tools

• Provide high-quality technical support to operators and enterprises worldwide. • Analyze customer messaging traffic trends and patterns in our production environment. • Perform deep triage and troubleshooting of technical issues across both software application and network layers. • Support Sinch colleagues during customer integration, onboarding, and post-deployment phases. • Collaborate directly with customers in various technical areas, working with state-of-the-art communication technologies, including rich messaging.

• Providing an excellent level of support experience via live chat, email, and shared Slack channels • Technical troubleshooting across all IaaS and PaaS products • Occasional handling of non-technical customer questions and account queries • Providing Linux and Windows server-side support and technical troubleshooting • Assisting users with their UpCloud environments to help them better utilise cloud-native products • Creating and maintaining internal & external technical documentation • Responsible for data tagging and analysis to improve service quality • Team cooperation and company-wide collaboration to contribute to our internal improvements

• Providing support and mentorship to SAAS/Linux/on-premises application engineers within the team. • Owning the problem resolution and collaborating with internal support, operations and engineering teams to investigate and troubleshoot complex problems. • Understanding architecture, establishing processes, and analyzing technical issues on on-premises and cloud applications. • Obtaining certification in Azure • Enhancing system monitoring for faster error detection, improving performance, reliability, and service restoration processes