At Infobip, we dream big. We value creativity, persistence, and innovation, passionately believing that it is through teamwork that we can all reach greater heights.
Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 70+ offices on six continents, Infobip’s platform is used by almost 70% of the population, making it the largest network of its kind and the only full-stack cloud communication platform globally.
Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

Purpose of the role

Why is this role important at Infobip?

Every great company’s success starts with having a great product. To write our success story, it is essential that our global, cloud-based products are supported by a stable infrastructure. The Company has a new and exciting opening which offers a great opportunity to learn and work in a dynamic and emerging technology sector and also to interact with an excellent group of technologists as well some of the world’s most advanced Mobile Network Operators (MNO).

This position provides managed services and consultancy to our international customer base of MNOs. The role offers an excellent opportunity to learn about Telecommunications Networks, security and messaging in particular while working in a fast-paced environment. 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.

What will you do at Infobip?

• Maintenance of live systems adhering to structured Service Level Agreements (SLAs).
• Provide an excellent and consistent customer service experience to our clients.
• Collect and analyse 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 rota.
• Daily interaction with customers, internal engineering and analytics teams.

Qualifications

More about you:

• Degree in Computer Science/ IT or equivalent.
• Minimum of 2 years operations/support experience preferably in Telecoms/IT. Experience in Service Management highly desirable.
• 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. Strong listening and problem solving skills, with close attention to detail.
• Excellent analytical & team working skills.
• Clear, articulate and concise verbal and written communication.
• Self-starter with the ability to work independently in a pressurized environment.
• Ability to travel to customer sites globally.

When you become a part of Infobip you can expect: Awesome clients – We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. Seriously, our clients are really cool. Work with the world’s leading companies and impact how they communicate with their users! 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 with a fantastic onboarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development. Connect globally – Work with people from all over the world. We put the “global” in globalization. Pay & Perks – Competitive salary, a team taking care of all the equipment you need, team building and other organized activities ... Talk about a balanced lifestyle!

Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That's why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer.

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-NA1