Mobile Security Support Engineer - Enterprise Software
This Jobot Job is hosted by: Jasper Posner
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Salary: $70,000 - $110,000
A bit about us:
THIS POSITION IS 100% REMOTE AND OPEN TO ANYONE IN THE UNITED STATES, UNITED KINGDOM, OR CANADA
We are a dynamic, growing company with the spirit of a startup but a solid customer base and a 10-year history of leadership in application security. Today, we are a rapidly growing and profitable Application Security Software Company. Our growing customer list includes Fortune 500 Companies, iconic brands, and growing start-ups. We have offices in Downtown Boston, San Francisco, London, and Tokyo. We foster a collaborative and inclusive work culture that has resulted in employee retention rates and average tenures well above the industry standard. At this time, we have new products on our road map and are hiring a Support Engineer who has... experience providing technical support for mobile and/or security software to developer communities. The ideal candidate should have an interest in reverse engineering and security, some experience with mobile development (iOS or Android), and experience providing support to developers and technical users of business software. If that sounds like you, please keep reading!
Why join us?
As a small team, each of us has the opportunity to have a direct impact on our growth as a company and the success of our customers. We are guided by four key principles:
1. Passion - for our mission and the success of our customers. We put learning, excellence, and integrity at the forefront of all that we do and we are leaders in our field because of it.
2. Play to Win - going "all in" to exceed expectations. We focus on what can be achieved, taking intelligent risks to anticipate new threats and pursue innovative solutions.
3. Get Stuff Done - seeing obstacles as opportunities. We operate with velocity and focus to ensure our results are amazing.
4. Collaboration - because we are all in it together! We put the success of our team above our own and embrace diverse ideas and perspectives, treating each other with respect.
What's In It For You
We've offered our employees the freedom to work remotely long before Covid. This position is 100% remote and will remain so.
Competitive salary, bonus structure, and generous equity
Leadership, ownership, outsized impact and opportunity for advancement
Unlimited PTO including paid parental leave
Healthcare, Dental, Life, disability and retirement benefits
Flexible working hours
We are seeking a seasoned Technical Support professional to provide level 2 and 3 support to our customers. Mostly this will be developers, engineers and other technical professionals in some of the largest and most prestigious companies in the world. You should have hands-on experience developing, testing and/or reverse-engineering mobile applications in iOS and/or Android.
Provide high-quality technical support of our products by helping customers resolve issues including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes.
Maintain availability to customers and our team members during normal working hours and occasionally flex your schedule to accommodate urgent customer needs outside of normal hours.
Capture and document support issue details in our ticket management system with the goal of making the relevant information available to customers, other Customer Success Team members, our developers, and our management as necessary.
Work cooperatively with other our team members to arrive at issue resolution as quickly as possible while also minimizing the requests we make to our developers and sales engineers.
Alert management proactively about customer issues that are heading toward escalation or which require special handling.
Encourage the use of effective protection techniques as documented in the best practices guide.
Contribute, maintain, and improve knowledge base articles, Confluence pages, training materials, and other repositories of information to keep it accurate, pertinent, and valuable.
Report customer use cases, requirements, and enhancement requests.
Characterize customer-found defects and recommend fixes.
Practice the 'give and take' model of knowledge and experience exchange by sharing information gained through individual training, on-sites, and other non-typical job-related opportunities with the greater team.
As needed, perform L1 tasks such as resolving licensing and setup issues, deploying products, collecting artifacts for debugging.
Enhance job skills through participation in product, technology, and customer service training as it is made available.
Look for ways that our team (and our in general) can improve our processes, communication, systems, etc., so that we can help our customers more.
Programming & debugging experience (appropriate to your primary product focus)
- For Mac, Windows, Linux, iOS, or Android
- In Xcode, Visual Studio, Android Studio, or Eclipse
Ability to debug build system issues
Fundamental understanding of computer architecture and low-level details of the programming languages used by the products you are supporting
Strong customer service skills - ability to work with customers in a manner that is professional, compassionate, and effective
Self-motivated, action-oriented, team player
Ability to synthesize and clearly communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally
Ongoing learning attitude
Communication in English (oral and written)
Demonstrated ability to work effectively in a full-time remote position with a globally distributed team using modern, collaborative tools such as Zendesk, Atlassian and Slack
NICE TO HAVES
B.S. in Computer Science or Engineering or equivalent technical experience
Interest and experience in security a plus.
Knowledge of Japanese, Chinese, Korean, German, French, or Spanish a plus
So if you're a talented Technical Support Engineer who is experienced with mobile technologies and security, please apply now! Interviews are ongoing!
Interested in hearing more? Easy Apply now by clicking the "Apply Now" button