Remote Senior 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 role requires strong technical skills and an analytical mind to research, diagnose, and resolve customer 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 of experience working with Enterprise software solutions, startup experience desirable
• 5+ years’ experience 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
• Experience in Mobile app delivery and deployment concepts on iOS and Android will be plus

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