Principal 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.

The Principal Customer Support Engineer is an experienced technical professional responsible for providing proficient technical assistance and post-sales support. They are focused on the most complex technical issues and critical cases with Top Customers. Principal Engineers are expected to continuously improve the quality of service and deliver excellence when working with Customers. They will drive cross-team and cross-department initiatives to develop and improve processes, ways of work, and how we are working with Customers. Principal Engineers are also expected to build technical capabilities and share knowledge with the technical community at the company level, especially within the function (by building new Principal Engineers).

Provide Technical Customer Support to the Top Company and/or Regional Customers

• Do whatever it takes to resolve any Customer query and/or issue
• Act as a failover and support for all front-line agents in troubleshooting technical problems which results with desired quality resolution and a Customer satisfaction
• Perform Platform and Product troubleshooting for most complex cases, especially the ones not seen/experienced before, with a high focus on Company Top Customers
• Identify the root causes in technical issues a Customer might face, faulty processes or way of work by identifying patterns and following trends on escalated and hard to resolve issues, and works to find a long-lasting solution (often with a Customer directly)
• Coordinate with internal technical resources to resolve complex technical issues when needed (Engineering, Product Development, Professional Services)
• Resolve Customer Support ticket escalations (from internal and external sources), acting as an escalation point (often by joining the post-mortem calls and/or incident calls)
• Contribute to service delivery, onboarding and migration projects by providing solution review and feedback from technical support perspective, and assistance as required
• Prepare on demand reports of higher complexity (SQL querying)

Ensure high-level of customer satisfaction

• Respond to the 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 relationship with technical and business teams on Customer side, through efficient and professional communication

Improve Functional processes and participate in strategic Company and/or Regional initiatives

• Participate in Company and/or Regional strategic initiatives as a representative of Customer Support
• Create and update Support related technical documentation, Customer details and know-how, and share with all the teams and technical community (often through CoP if applicable)
• Share Customer feedback obtained through direct work with Top Customers to respective stakeholders (Customer Support Leadership, Services Engineering, PD & Engineering, Revenue, …)
• Collaborate with Operations team on cross-team and cross-department projects to develop and improve processes, ways of work, tools, and metrics
• In cooperation with Operations scale down product, processes & procedures novelties and updates, as well as tool knowledge throughout the Global function
• Lead and/or execute migrations, upgrades, and major changes of internally used technologies

Focus on Continuous Development and growth of Technical Capabilities within the Function

• Continuously mentor experienced Customer Support Engineers by building their technical capabilities and therefore building new Principal Engineers
• Collaborate and share knowledge with technical community on company and market level
• Be fully versed on Infobip Platform, Products, and integrations
• Create, organize, and execute education sessions in cooperation with Enablement Teams as a part of knowledge sharing and mentoring
• Have an excellent overview of business, competition, and latest industry trends

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.