Customer Support Engineer

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. 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 Why you'll love it here • Financial rewards & recognition - A fair compensation aligned with your experience, industry, and market standards, performance-driven bonuses, regular reviews to support your growth and recognize your contributions, and a culture that values your impact. • Flexible work arrangements - We combine in-person collaboration with remote work and flexible working hours, because great ideas happen everywhere - and not always between 9 and 5. • ESOP (Employee Stock Ownership Plan) - As an Infobip employee, you’ll have the opportunity to share in our company’s success through stock options. • Work-life balance and Well-being - We offer time off when you need it, special leave days for life’s big moments, and a flexible hybrid work model tailored to local regulations. • Career mobility - Your career is a journey. With internal mobility, upskilling, and mentorship, we help you shape your path. • Professional development - Learning never stops. Onboarding, mentorship, and training programs help you grow - no matter where you start. • International mobility - Ready to take your career global? Explore short and long-term opportunities in our Hubs worldwide. While some benefits may vary by location, our goal remains the same: to support your growth, well-being, and success - wherever you are. Diversity drives connection Infobip is built on diverse backgrounds, perspectives, and talents. We’re proud to be an equal-opportunity employer and are committed to fostering an inclusive workplace. No matter your race, gender, age, background, or identity — if you have the passion and skills to thrive, there’s 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 one's identity. Read more about our hiring process . #LI-SK1