Senior Customer Support Engineer

Posted 2 Days Ago
Hiring Remotely in United States
Remote
114K-116K Annually
Senior level
Machine Learning • Mobile • Security
The Role
The Senior Customer Support Engineer will resolve customer issues, collaborate with various teams, and mentor new engineers while managing feedback and documentation.
Summary Generated by Built In
Duties:
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.

Position 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. Experience must include the following, which may be gained concurrently:
1) 2 years of experience utilizing Android Studio to test sample applications;
2) 2 years of experience utilizing SQL and Python to manage and query databases;
3) 1 year of experience designing custom APIs to troubleshoot customer issues;
4) 1 year of experience utilizing SIEM tools including Splunk;
5) 1 year of experience utilizing MDM Solutions such as Intune and AirWatch.

Salary:$113,850 - $115,875/year,
M-F, 9 a.m. to 5 p.m.

Apply online at www.zimperium.com/careers/ or mail resume to Staffing, Zimperium, Inc., 4055 Valley View Lane, Suite 300, Dallas, TX 75244.  Reference 047550-049 in reply.

This position is part of Zimperium Inc.’s employee referral program and is eligible for an employee referral incentive.

Top Skills

Airwatch
Android Studio
Intune
Mdm Solutions
Python
Siem Tools
Splunk
SQL
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The Company
HQ: Dallas, TX
237 Employees
Year Founded: 2010

What We Do

Zimperium provides the only mobile security platform purpose-built for enterprise environments. With machine learning-based protection and a single platform that secures everything from applications to endpoints, Zimperium's solution provides on-device mobile threat defense to protect growing and evolving mobile environments.

Our solutions include zIPS which runs locally on any mobile device and detects cyberattacks without a connection to the cloud and our first-of-its-kind Mobile Application Protection Suite (MAPS), a comprehensive solution that helps organizations protect their mobile apps throughout their entire life cycle.

Zimperium’s MAPS is comprised of four solutions that help enterprises to build secure and compliant mobile applications. It is the only unified solution that combines comprehensive in-app protection with centralized threat visibility. zScan: Helps your mobile app development organization to discover and fix compliance, privacy, and security issues within the development process before you publicly release your apps; zKeyBox: Protects your secrets and keys so they cannot be discovered, extracted, or manipulated. zShield: Protects the source code, intellectual property (IP), and data from potential attacks like reverse engineering and code tampering. zDefend: Is an SDK embedded in apps to help detect and defend against device, network, phishing, and malware attacks.

Zimperium was the first MTD provider to be granted an Authority to Operate (ATO) status from the Federal Risk and Authorization Management Program (FedRAMP). Headquartered in Dallas, TX, Zimperium is backed by Liberty Strategic Capital and SoftBank.

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