Infobip – Customer Support Engineer
Job Description
Working at Infobip means being part of something truly global. With 75+ offices across six continents, we’re not just building technology — we’re shaping how more than 80% of the world connects and communicates.
As employees, we take pride in contributing to the world’s largest and only full-stack cloud communication platform. But it’s not just what we do, it’s how we do it: with curiosity, passion, and a whole lot of collaboration.
We operate with an AI-first mindset, embedding intelligent tools into our daily workflows to work smarter and more efficiently. Every role here benefits from and contributes to this approach.
If you’re looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity.
Let’s build what’s next, together.
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.
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Responsibilities
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
