Inside Infobip: A Closer Look at Core Ops in Sarajevo


Many SaaS organizations have an array of engineering positions. Some of the most common ones include registration technicians, connectivity engineers, and customer care engineers.

At Infobip, our global Core Operations teams contain all of these and more. Two unique positions we hold are the Customer Care Product Engineer and Customer Care Product Specialist.

Customer care product engineers and specialists are hybrid positions which are best described as a combination of second line support for advanced product troubleshooting and product development.

The positions include:

  • assisting other support members
  • writing product documentation for internal use
  • conducting internal educations about the product

After any new product feature is released, Infobip’s customer care product engineers and specialists make all necessary tests and documentation about the upgrade which serve a purpose to all 250 Core Operations members as guidance for future troubleshooting.

Another side of the work is regular collaboration with development and product development teams on various aspects of the product, such as:

  • planning and introducing new features
  • improving existing product features
  • defining new company rules and procedures regarding the product use

To learn more about what life is really like for our powerhouse employees that take on these positions, we sat down with two members of our Sarajevo team, Nađa and Nadina, to gain perspective.

What was your first role in Infobip?

Nadina: I was searching for a first “real” job and stumbled upon the Core Operations Technician role at Infobip. I applied and got the job! I was interested in the diversity of the job scope and the daily challenges of assisting people with various topics.

Nađa: As a last year electrical engineering student back in 2017, I stumbled upon a vacancy in Infobip that really caught my eye. Until that point, I had never considered that my first job would be in technical support, especially considering the only thing I always connected with support was call centers and constant phone ringing with angry clients on the other side. However, this is far off from how Infobip provides support.

How did you end up in your current role as a Customer Care Product Engineer and a Customer Care Product Specialist?

Nadina: As a person who couldn’t commit to a particular programming language, I immediately got interested in our HTTP API and 8 months later, I became our first internal point of contact! I mainly deal with integration problems and platform-specific issues, as connecting the dots and coming up with solutions for complicated systems is what keeps me going!

Nađa: I started in the Core Operations Technician position, working mostly on assisting clients and our sales personnel with day to day questions and issues on all our products. Later, I began focusing on specific products that led me to my current role as a product specialist. During the first few months, one product, in particular, caught my attention – Email, which was joined by a new Infobip product I started working on last year – Conversations.

Describe what a typical workday looks like for you.

Nadina: I do all the technical work. You need someone to get hands-on with improving our platform’s security and communicate it to our clients? That would be me. Also need someone to help with coming up with new solutions using existing resources for client integrations and keep track of all the techy stuff? I got your back. Whenever there’s an opportunity to learn something new, I’ll happily immerse myself in it. I mostly work with our designated development team (shoutout to team Wildcards). I’m also a part of our Enterprise Scripting team, creating Groovy-based custom solutions for our Enterprise clients.

Nađa: My job is to assist clients and other support members on more advanced product topics, write product documentation for internal use, and conduct internal education about Email and Conversations. I work with development and product development teams on various aspects of the product – introducing new features or improving existing ones. I also participate in designing new tools required for work around the product as well as department and company rules and procedures regarding product use.

Interested in a career in Core Operations?

If you’re looking for the perfect balance between hands-on software development and sharing your knowledge with clients and colleagues, check out our open Core Operations positions around the world!

Sep 9th, 2020
3 min read