Senior Customer Support Engineer - Mobile Apps & Cybersecurity

• Product Domain Expertise - Understands mobile applications, SaaS based delivery models and troubleshoot /debug issues reported by the customer.
• Customer Satisfaction Risk Management - 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.
• Roll up your sleeves - Learn everything about the product, Validate Customer specific fixes and releases working with QA team, develop technical documentation for specific customer needs.
• Customer Advocacy - Gather Customer s feedback and follow the standard escalation procedures for unresolved product issues and bugs, creating JIRAs for engineering to work on.
• Collaborate with internal teams - Work closely with customer success, development and product teams in different time zones to address customer issues.

Desired Skill Set:

• 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.
• The following skills are a plus: Android Studio (adb, junit), xCode.

• bachelors 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.
• Experience in Mobile app delivery and deployment concepts on iOS and Android will be plus.