Senior Customer Support Engineer
Skills
Computer ScienceMobile ApplicationsAirwatchCustomer SatisfactionDebuggingMobile ArchitectureMobileiron
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Understand mobile applications, SaaS delivery models
- Troubleshoot debug issues reported by the customer
- Maintain customer satisfaction take ownership of customer issues to resolution
- Learn about the product collaborate with QA for fixes
- Gather Customer’s feedback, create JIRAs for unresolved issues
- Collaborate with customer success, development and product teams in different time zones
- Strong SQL skills, python java scripting Unix skills
- Experience with Mobile Apps mobile architecture MDM Solutions like MS-Intune AirWatch Mobile Iron Citrix
- Familiarity to SIEM tools like ArchSight Splunk
- Familiarity with Cloud Architecture: Amazon Web Services Linux Containers Docker OpenStack postgress kaftka
- Bachelor’s in computer science or information technology or equivalent engineering degree
- 5+ years or 1-3 years of experience with Enterprise software solutions startup experience desirable
- 5+ years or 1-3 years in customer support roles
- Experience supporting cloud-based web applications
- Skillsets with Python Java SQL Scripting
- 1-3 years implementing and supporting Mobile application infrastructure
- Self-motivated troubleshooting skills knowledge of debugging
- Customer oriented face to face post-sales services communications skills
- Experience in Mobile app delivery and deployment concepts on iOS Android a plus
Nice to have
- ArchSight
Day to day
- Become the technical expert responsible for supporting the Customers using our solution
- Research, diagnose and resolve the issues raised by the Customers
- Validate Customer specific fixes and releases working with QA team
- Develop technical documentation for specific customer needs
- Gather Customer’s feedback and follow the standard escalation procedures for unresolved product issues and bugs