Customer Support Engineer

Job Description

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