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 Infobips platform is used by almost 80 of the population making it the largest network of its kind and the only fullstack cloud communication platform globally.

Join us on our mission to create lifechanging 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 postsales support. Engineer is expected to provide topnotch 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 companys 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 postsales 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 highlevel 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 knowhow 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 worlds 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 its 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 elearning 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!