Research, diagnose, and resolve customer issues while collaborating with cross-functional teams and mentoring new support engineers.
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.
