Customer Support Engineer

Summary

Join Zimperium®, a leader in enterprise mobile security, as a Customer Support Engineer. You will be the technical expert supporting customers using our solution, ensuring high customer satisfaction. This role requires strong technical skills and an analytical mind to resolve customer issues. Collaboration with internal teams is crucial. The ideal candidate possesses expertise in mobile applications, SaaS, and troubleshooting, along with experience in customer support and mobile device management. This is a fast-paced environment requiring a self-driven individual with accountability.

Requirements

• Bachelor’s in computer science or information technology or an equivalent engineering degree
• 5+ years (senior) or 1-3 years (junior) of experience working with Enterprise software solutions, startup experience desirable
• 5+ years’ experience (senior) or 1-3 years (junior) in customer support roles, preferably with security and mobile device management solution providers
• Good understanding and proven experience in supporting cloud-based web applications
• Hands-on skillsets with Python, Java and SQL Scripting. At least 1-3 years of experience implementing and supporting Mobile application infrastructure
• Self-motivated, extensive troubleshooting skills and knowledge of debugging required
• Customer oriented and face to face post-sales services experience with excellent communications skills

Responsibilities

• Understand mobile applications, SaaS based delivery models and troubleshoot /debug issues reported by the customer
• Maintain a high level of customer satisfaction and take ownership of customer issues reported and seeing problems through to resolution while providing Zimperium’s management with adequate visibility on any potentials risks
• Learn everything about the product, Validate Customer specific fixes and releases working with QA team, develop technical documentation for specific customer needs
• Gather Customer’s feedback and follow the standard escalation procedures for unresolved product issues and bugs, creating JIRAs for engineering to work on
• Work closely with customer success, development and product teams in different time zones to address customer issues

Preferred Qualifications

• Strong SQL skills, python/ java scripting, Unix skills
• Prior experience with Mobile Apps, mobile architecture and MDM Solutions like MS-Intune, AirWatch, Mobile Iron, Citrix
• Familiarity to SIEM tools like ArchSight, Splunk, etc
• Familiarity with Cloud Architecture : Amazon Web Services components, Linux Containers / Docker, OpenStack, postgress, kaftka
• Android Studio (adb, junit), xCode
• Experience in Mobile app delivery and deployment concepts on iOS and Android