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Senior Customer Support Engineer

Skills
Computer ScienceMobile ApplicationsAirwatchCustomer SatisfactionDebuggingMobile ArchitectureMobileiron
Role

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