Remote Customer Support Engineer

Summary

Join our fast-growing team as a Customer Support Engineer to become the technical expert responsible for supporting customers using our mobile threat defense system. This self-driven individual will assume accountability in ensuring high-level customer satisfaction and have strong technical skills to research, diagnose, and resolve issues.

Requirements

• 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
• 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

• Understands 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

Benefits

Equal Opportunity employer