Customer Support Engineer

At Infobip, we dream big. We value creativity, persistence, and innovation, passionately believing that it is through teamwork that we can all reach greater heights.

Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 75+ offices on six continents, Infobip’s platform is used by almost 80% of the population, making it the largest network of its kind and the only full-stack cloud communication platform globally.

Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

Customer Support Engineer is skilled and independent engineering resource responsible for providing technical assistance and post-sales support. Engineer is expected to provide top-notch service while simultaneously improving overall customer service process. One is eligible for working with all client segments, depending on the Engineers’ experience and knowledge. Their job is to technically understand the company’s product and service offering, so they can handle support requests within assigned group of products. They are empathetic, technically skilled problem solvers, with a curiosity for digging to the root of problems and offering solutions.

Provide Technical Customer Support

• Act as a technical resource by providing technical assistance and post-sales support to customers (for the whole CPaaS and SaaS portfolio of products)
• Serve on the front lines by troubleshooting technical problems and resolving any kind of technical issues with desired quality and customer satisfaction standard
• Perform platform and product troubleshooting
• Coordinate with internal technical resources to resolve complex technical issues when needed (Engineering, Professional Services)
• Analyze and report product/platform bugs and malfunctions
• Prepare on demand reports of higher complexity (SQL querying)

Technical Expertise

• SMPP protocol
• API and SQL working knowledge
• SMS, HLR, Number lookup knowledge is a must
• Experience in products like WhatsApp, Chatbot, Email, Voice technical support will be a plus

Ensure high-level of customer satisfaction

• Respond to customer queries in a timely and accurate way in line with service level agreements
• Identify customer needs and help customers use specific features and functionalities on Infobip Platform and Product portfolio
• Manage expectations and proactively inform customers about technical incidents, delays in delivery and/or issues they are having with the Service

Contribute to internal improvement initiatives

• Create and update support related technical documentation, customer details and know-how, and share with all the teams and technical community
• Share feature requests and provide customer and product usage feedback to Product Development

Focus on Continuous Development

• Participate in Continuing Education sessions
• Be fully versed on Infobip products, platform, and integrations
• Mentor and onboard junior team members and newcomers

When you become a part of Infobip you can expect:
Awesome clients – We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. Seriously, our clients are really cool. Work with the world’s leading companies and impact how they communicate with their users!
Opportunity knocks. Often. – Being a part of a growing company in a growing industry – we challenge you not to grow! Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve.
Learn as you grow – Starting with a fantastic onboarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development.
Connect globally – Work with people from all over the world. We put the “global” in globalization.
Pay & Perks – Competitive salary, a team taking care of all the equipment you need, team building and other organized activities ...
Talk about a balanced lifestyle!

Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That's why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status, or any other part of one's identity.