Key skills
PythonSQLSplunkAndroidAndroid StudioSaaSLeadershipMentoringCollaborationCustomer Success
About this role
Zimperium is seeking a Senior Customer Support Engineer to research, diagnose, and resolve customer issues in collaboration with various teams. The role involves troubleshooting mobile applications, validating fixes, gathering customer feedback, and mentoring new team members.
Responsibilities:
- Will research, diagnose, and resolve issues raised by the customers in collaboration with our Product, DevOps and engineering teams
- 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; and
- Triage customer issues escalated by Level 1, Level 2 Support, and escalate them to Engineering with more details as needed
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