Customer Support Engineer

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we're not just building technology — we're shaping how more than 80% 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.

What this role is all about

As a Customer Support Engineer, you'll be on the front line for our communications platform-as-a-service (CPaaS) and software as-a-service (SaaS) products—resolving complex issues, guiding customers on features and best practices, and collaborating with Engineering and Product to keep our platform reliable and our customers successful.

What you'll do

• Provide Level 2 technical assistance across Infobip's CPaaS/SaaS portfolio; troubleshoot and resolve incidents to meet service level agreements and customer satisfaction.

• Coordinate with Engineering, Services, Product Development, and Solution Engineering to resolve complex issues and drive root cause.

• Analyze and report product/platform bugs with clear reproduction steps, logs, and impact; track fixes and communicate updates.

• Respond to customer queries in a timely, accurate way; proactively manage expectations during incidents, delays, or service changes.

• Guide customers on features and configurations; create and update technical documentation, runbooks, and knowledge articles.

• Prepare on‑demand reports of normal complexity (SQL querying) and share product usage feedback and feature requests with Product.

• Mentor and onboard junior teammates; deliver knowledge‑sharing sessions with Enablement.

What makes you a strong fit

• 3+ years in Level 2 technical support or a customer‑facing technical role (technical account management/consulting is a plus).

• Strong troubleshooting fundamentals with SQL, programming logic, and computer networks (e.g., TCP/IP, HTTP, APIs).

• Customer‑centric communicator with solid presentation skills; able to explain high‑level concepts clearly.

• Effective in fast‑paced environments with shifting priorities; organized, patient, and collaborative across teams.

• Fluent in English (and local language, where applicable).

Why you'll love it here


• Financial rewards & recognition - A fair compensation aligned with your experience, industry, and market standards, performance-driven bonuses, regular reviews to support your growth and recognize your contributions, and a culture that values your impact.

• Flexible work arrangements - We combine in-person collaboration with remote work and flexible working hours, because great ideas happen everywhere - and not always between 9 and 5.

• ESOP (Employee Stock Ownership Plan) - As an Infobip employee, you'll have the opportunity to share in our company's success through stock options.

• Work-life balance and Well-being  - We offer time off when you need it, special leave days for life's big moments, and a flexible hybrid work model tailored to local regulations.

• Career mobility - Your career is a journey. With internal mobility, upskilling, and mentorship, we help you shape your path. 

• Professional development - Learning never stops. Onboarding, mentorship, and training programs help you grow - no matter where you start.

• International mobility - Ready to take your career global? Explore short and long-term opportunities in our Hubs worldwide. 

While some benefits may vary by location, our goal remains the same: to support your growth, well-being, and success - wherever you are. 

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.

Read more about our hiring process.