Senior Customer Support Engineer

Zimperium

24d • Remote

About The Position

Will research, diagnose, and resolve issues raised by the customers in collaboration with our Product, DevOps and engineering teams. Specific duties include:
1. Apply expertise with mobile applications and SaaS based delivery models to troubleshoot and debug issues reported by customers;
2. Validate customer-specific fixes and releases in collaboration with quality assurance team and develop technical documentation for specific customer needs;
3. Gather and analyze customer feedback per standard escalation procedures for unresolved product issues and bugs and create JIRAs for engineering team;
4. Work closely with customer success, development and product teams in different time zones to address customer issues;
5. Mentor new team members who join in as Customer Support Engineers;
6. Lead calls with Partners who OEM our Product to ensure that they are getting the right help to address the customer issues;
7. Provide training to new team members or Partners on relevant Product areas;
8. Work with cross-functional teams to provide usage visibility to leadership as well as partners; and
9. Triage customer issues escalated by Level 1, Level 2 Support, and escalate them to Engineering with more details as needed.
May telecommute from anywhere in the US.

Requirements

• Master’s Degree in Computer Science, Computer Engineering, or a related field plus 2 years of experience in software development or customer support roles.
• 2 years of experience utilizing Android Studio to test sample applications
• 2 years of experience utilizing SQL and Python to manage and query databases
• 1 year of experience designing custom APIs to troubleshoot customer issues
• 1 year of experience utilizing SIEM tools including Splunk
• 1 year of experience utilizing MDM Solutions such as Intune and AirWatch

Responsibilities

• Research, diagnose, and resolve issues raised by the customers
• Apply expertise with mobile applications and SaaS based delivery models to troubleshoot and debug issues reported by customers
• Validate customer-specific fixes and releases in collaboration with quality assurance team and develop technical documentation for specific customer needs
• Gather and analyze customer feedback per standard escalation procedures for unresolved product issues and bugs and create JIRAs for engineering team
• Work closely with customer success, development and product teams in different time zones to address customer issues
• Mentor new team members who join in as Customer Support Engineers
• Lead calls with Partners who OEM our Product to ensure that they are getting the right help to address the customer issues
• Provide training to new team members or Partners on relevant Product areas
• Work with cross-functional teams to provide usage visibility to leadership as well as partners
• Triage customer issues escalated by Level 1, Level 2 Support, and escalate them to Engineering with more details as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 101-250 employees