Customer Support Engineer

Role Overview Infobip is a globally recognized cloud communications company operating across 75+ offices on six continents, powering connections for more than 80% of the world. As a Customer Support Engineer, you will serve as a skilled and independent technical resource responsible for delivering high-quality post-sales support to clients across the full CPaaS and SaaS product portfolio. You will work with an AI-first approach, combining technical depth with empathy and problem-solving curiosity to deliver outstanding customer experiences. Key Responsibilities - Provide front-line technical assistance and post-sales support to customers across all Infobip products and services - Troubleshoot and resolve technical issues while maintaining quality and customer satisfaction benchmarks - Perform in-depth platform and product troubleshooting and coordinate with Engineering and Professional Services for complex issues - Analyze, document, and report platform bugs and product malfunctions to relevant internal teams - Prepare advanced on-demand reports using SQL queries - Respond to customer queries promptly and accurately in alignment with SLA commitments - Manage customer expectations and proactively communicate about incidents, delays, or service disruptions - Create and maintain technical support documentation and share knowledge across teams - Relay feature requests and product usage feedback to the Product Development team - Mentor and onboard junior team members and support continuous learning initiatives Required Qualifications - Strong working knowledge of SMPP protocol - Hands-on experience with API integrations and SQL querying - Solid understanding of SMS, HLR, and Number Lookup is mandatory - Experience supporting products such as WhatsApp, Chatbot, Email, or Voice is an added advantage - Strong communication and problem-solving skills with a customer-first mindset - Ability to work independently while collaborating effectively with cross-functional teams Why Join Us Infobip offers a dynamic, inclusive, and globally connected work environment where your growth is actively supported through mentorship, internal mobility, and continuous learning programs. You will benefit from performance-driven rewards, flexible work arrangements, ESOP participation, and the opportunity to build a meaningful career on a truly global scale.

- SMPP protocol knowledge - API and SQL working knowledge - SMS, HLR, and Number Lookup expertise - Experience in technical customer support - Familiarity with WhatsApp, Chatbot, Email, or Voice support (preferred) - Strong troubleshooting and problem-solving skills - Good written and verbal communication skills - Ability to create and maintain technical documentation

- Competitive compensation with performance-driven bonuses - Flexible hybrid work model - Employee Stock Ownership Plan (ESOP) - Special leave for life events and adequate time off - Internal career mobility and upskilling programs - Mentorship and structured onboarding - International mobility opportunities across global hubs - Inclusive and diverse workplace culture