Customer Support Engineer

Role Overview Infobip is seeking an empathetic and technically skilled Customer Support Engineer in Bengaluru East to provide technical assistance and post-sales support. In this role, you will troubleshoot complex platform issues, query databases using SQL, and resolve customer support requests. You will collaborate with internal engineering teams to maintain high client satisfaction and ensure platform reliability. Key Responsibilities - Provide post-sales technical support and assistance to customers across the CPaaS and SaaS product portfolio - Troubleshoot platform issues, analyze bugs, and coordinate with Engineering and Professional Services to resolve complex problems - Perform SQL querying to compile technical reports, analyze anomalies, and identify software malfunctions - Manage customer expectations by proactively communicating technical incidents and service updates - Create and update internal support documentation, user guides, and technical knowledge bases - Onboard and mentor junior team members while participating in continuous training sessions Required Qualifications - Strong technical understanding of SMPP protocols, API structures, and database SQL querying - Solid knowledge of telecommunication concepts including SMS delivery, HLR lookup, and number lookup services - Proven experience providing technical customer support in SaaS, CPaaS, or telecom environments - Excellent written and verbal communication skills with high empathy and customer focus - Experience with digital channels like WhatsApp, email, voice, and chatbot configurations is highly preferred Why Join Us Infobip is a global leader in cloud communications, operating the world's largest full-stack communication platform. We offer a flexible hybrid work model, performance bonuses, employee stock options, and structured career mobility.

- Proven experience as a Customer Support Engineer, Technical Support Specialist, or similar technical role - Strong knowledge of SMPP protocol, API integrations, and database SQL querying - Solid understanding of telecom concepts including SMS, HLR, and Number Lookup services - Exceptional customer communication and troubleshooting skills under SLA constraints - Familiarity with support ticketing systems and documenting technical workflows - Bachelor's degree in Computer Science, engineering, or a related field

- Competitive base salary + performance-driven bonuses - Employee Stock Ownership Plan (ESOP) options - Flexible hybrid work arrangements and flexible working hours - Comprehensive health, well-being, and life insurance benefits - Global career mobility, training programs, and mentorship support