Customer Support Engineer
Customer Support Engineer
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Job Description
Working at Infobip means being part of something truly global. With 75 offices across six continents were not just building technologywere shaping how more than 80% of the world connects and communicates.
As employees we take pride in contributing to the worlds largest and only full-stack cloud communication platform. But its not just what we do its how we do it: with curiosity passion and a whole lot of collaboration.
If youre looking for meaningful work and challenges that grow you in a culture where people show up with purpose this is your opportunity.
Lets build whats 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 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 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
Diversity drives connection
Infobip is built on diverse backgrounds perspectives and talents. Were proud to be an equal-opportunity employer and are committed to fostering an inclusive workplace.
No matter your race gender age background or identityif you have the passion and skills to thrive theres a place for you here.
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 ones identity.
#LI-SK1Employment Type
Full-Time
