Senior Customer Support Engineer

  • Infobip
  • Bengaluru, Karnataka, India
  • 20/11/2021


Role and Responsibilities:

The candidate will be involved in providing technical support to customers and will be involved in the configuration, maintenance and monitoring of all services and product offerings. The individual should have the excellent problem solving and troubleshooting skills as well as the ability to work in an independent way. Excellent people, presentation and communication skills are essential requirements.

  • Maintenance of live systems adhering to structured Service Level Agreements (SLAs).
  • Provide an excellent and consistent customer service experience to our clients.
  • Collect and analyze data from Live Messaging Nodes to determine optimal performance and trends.
  • Generation & validation of customer facing reports.
  • Utilize and manage bug tracking ticketing system (Jira/Bugzilla) to prioritize work.
  • Live systems performance monitoring and product support.
  • Troubleshooting of pre and post deployed systems .
  • Participation in 24*7 support
  • Daily interaction with customers, internal engineering and analytics teams.


Requirements and Experience:

  • Degree in Computer Science/ IT or equivalent.
  • Minimum of 6 years senior operations/support experience in Telecoms/IT.
  • Knowledge on SMS Firewall, UNIX Proficient (Redhat-Linux).
  • Scripting experience; Shell, Perl, Python an advantage.
  • SQL/ELK/RDBMS knowledge (MySQL) or similar DB data extraction skills an advantage.
  • Protocol knowledge of SS7/Diameter/SMPP an advantage.
  • Previous customer support / troubleshooting experience an advantage.
  • Knowledge of Wireshark or other packet capture analysis tools.
  • Previous Billing knowledge/experience an advantage.
  • Networking (IP) experience/concepts (routing tables/bonding/configuring IP switches).
  • ITIL certification an advantage.
  • Telecoms knowledge of GSM, SMSC, MAP an advantage.
  • Ability to understand and resolve or escalate issues quickly.
  • Excellent analytical & team working skills.

Note: This is Contract Position*

Additional Information

Why our employees choose us (and stay)?

  • Cutting edge technology & processes – We make sure that our tech stack is updated to latest versions, if we are talking Java, we’re talking up to Java 14. To us, continuous delivery and integration aren't just buzzwords - all our teams combined deploy something new every 4 minutes for our global in-house product.  

  • Educational budget – Decide with your team how to spend it, is it on conferences, online courses or certifications.   

  • Opportunity knocks. Often. – Being a part of a growing company in a growing industry – we challenge you not to grow! Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve.  

  • Learn as you grow – Starting from the Orientation and Engineering Week and your personalized onboarding program, to internal education, our 3-day Dev Days conference, Hackathons and conferences, we really invest heavily in employee learning and development.  

  • Pay & Perks – Competitive salary, allowance, rewards and bonuses, a team taking care of all the equipment you need, team buildings and other organized activities, kitchen stocked with the usual suspects... 

We do not ask for any fees (refundable or non-refundable) at any stage of the job application and or recruitment process. We, therefore, appeal to job seekers not to respond to any such requests.