Customer Support Engineer

&xa;&xa;Working at Infobip means being part of something truly global. With + offices across six continents, we’re not just building technology—we’re shaping how more than % 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. 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.&xa;&xa;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 standardPerform platform and product troubleshootingCoordinate with internal technical resources to resolve complex technical issues when needed (Engineering, Professional Services)Analyze and report product/platform bugs and malfunctionsPrepare on demand reports of higher complexity (SQL querying)Technical ExpertiseSMPP protocolAPI and SQL working knowledgeSMS, HLR, Number lookup knowledge is a mustExperience in products like WhatsApp, Chatbot, Email, Voice technical support will be a plusEnsure high-level of customer satisfaction Respond to customer queries in a timely and accurate way in line with service level agreementsIdentify customer needs and help customers use specific features and functionalities on Infobip Platform and Product portfolioManage expectations and proactively inform customers about technical incidents, delays in delivery and/or issues they are having with the ServiceContribute to internal improvement initiatives Create and update support related technical documentation, customer details and know-how, and share with all the teams and technical communityShare feature requests and provide customer and product usage feedback to Product DevelopmentFocus on Continuous Development Participate in Continuing Education sessionsBe fully versed on Infobip products, platform, and integrationsMentor and onboard junior team members and newcomers&xa;&xa;&xa;&xa;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. LI-SK&xa;&xa;

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