Infobip: Customer Support Engineer

Job Description:

Infobip is hiring Customer Support Engineers for its Pune and Bangalore offices to support its globally recognized cloud communication platform. This role is ideal for technically skilled professionals who are passionate about troubleshooting, customer communication, and cloud-based communication technologies. Infobip powers communication for businesses across the world, enabling seamless interactions through SMS, WhatsApp, APIs, chatbots, email, and voice solutions. As a Customer Support Engineer, you will work directly with customers to resolve technical issues, ensure platform reliability, and deliver exceptional post-sales support experiences.

In this role, you will serve as a key technical resource responsible for diagnosing and resolving customer issues related to Infobip’s CPaaS and SaaS products. You will perform troubleshooting across APIs, messaging protocols, SQL systems, and communication platforms while collaborating with engineering and product teams to resolve complex incidents. The role requires strong analytical thinking, customer empathy, and the ability to work in a fast-paced environment where technical precision and customer satisfaction are equally important. You will also contribute to internal documentation, process improvements, and customer feedback initiatives that help enhance platform performance and user experience.

Joining Infobip means becoming part of a globally distributed and innovation-driven organization with an AI-first mindset. You will gain hands-on experience working with enterprise communication systems, cloud technologies, and large-scale customer environments. The company provides excellent growth opportunities through mentorship, technical training, global mobility, and exposure to cutting-edge communication technologies. This role is ideal for professionals seeking a challenging and rewarding career in technical customer support, cloud communication platforms, and enterprise technology services.

Roles & Responsibilities:

• Provide technical customer support for Infobip’s CPaaS and SaaS product portfolio, ensuring high-quality issue resolution and customer satisfaction.
• Troubleshoot platform-related technical issues involving APIs, messaging systems, SMPP protocols, SQL queries, and communication services.
• Analyze customer problems, identify root causes, and deliver timely solutions aligned with defined service-level agreements (SLAs).
• Coordinate with internal technical teams such as Engineering and Professional Services to resolve complex or escalated issues effectively.
• Monitor platform performance, analyze bugs or malfunctions, and report technical findings to relevant internal stakeholders.
• Assist customers in understanding and utilizing Infobip platform features, functionalities, and integrations more efficiently.
• Prepare advanced reports and perform SQL-based data analysis to support troubleshooting and operational insights.
• Maintain and update technical documentation, knowledge repositories, and customer-related information for internal reference.
• Share customer feedback, feature requests, and product improvement suggestions with product and development teams.
• Mentor junior support engineers and participate in continuous learning initiatives to stay updated with evolving technologies and platform capabilities.

Requirements & Eligibility:

• Bachelor’s degree in Computer Science, Information Technology, Electronics, Telecommunications, or a related technical field.
• Strong technical support or customer support experience with exposure to cloud communication platforms, APIs, or enterprise software solutions.
• Working knowledge of SMPP protocols, APIs, SQL querying, and messaging technologies used in communication platforms.
• Good understanding of SMS systems, HLR lookup, number lookup services, and telecommunications concepts.
• Experience supporting platforms such as WhatsApp Business API, chatbots, voice services, or email communication systems is an added advantage.
• Excellent troubleshooting and analytical skills with the ability to diagnose and resolve technical issues efficiently.
• Strong communication and interpersonal skills to interact professionally with global customers and internal technical teams.
• Ability to manage multiple customer requests simultaneously while maintaining quality and response time standards.
• Familiarity with ticketing systems, monitoring tools, and technical documentation practices is preferred.
• Self-motivated mindset with a willingness to learn new technologies and continuously improve technical expertise.

Expected Salary:

The expected salary for a Customer Support Engineer at Infobip in India generally ranges between ₹6 LPA to ₹12 LPA depending on technical expertise, communication skills, and prior experience in cloud communication or technical support domains. Candidates with strong API troubleshooting, SQL, and telecom platform knowledge may receive higher compensation packages. In addition to salary, Infobip offers performance bonuses, ESOPs, flexible work arrangements, healthcare benefits, and global career mobility opportunities.

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