Senior Customer Support Engineer

📋 Description

• • Zimperium, a leader in mobile security, is seeking a highly skilled and motivated Senior Customer Support Engineer to join our dynamic team. In this critical role, you will be the technical bridge between our valued customers and our internal product, DevOps, and engineering departments. You will leverage your deep technical expertise to research, diagnose, and resolve complex issues, ensuring our customers receive exceptional support and continue to benefit from Zimperium's cutting-edge mobile security solutions.
• • Your primary responsibility will involve applying your extensive knowledge of mobile applications and SaaS-based delivery models to troubleshoot and debug issues reported by customers. This requires a proactive and analytical approach to identify the root cause of problems and implement effective solutions.
• • You will play a key role in validating customer-specific fixes and releases, working closely with our quality assurance team to ensure the highest standards of quality and reliability. Furthermore, you will be instrumental in developing comprehensive technical documentation tailored to specific customer needs, empowering them with the knowledge to effectively utilize our products.
• • A crucial aspect of this role involves gathering and analyzing customer feedback through standard escalation procedures. You will meticulously document unresolved product issues and bugs, creating detailed JIRA tickets for our engineering team to ensure timely resolution and continuous product improvement.
• • Collaboration is paramount. You will work closely with customer success, development, and product teams located in different time zones, fostering a seamless and efficient support ecosystem to address customer issues promptly and effectively.
• • As a Senior Engineer, you will also contribute to the growth and development of our support team by mentoring new team members who join as Customer Support Engineers. Sharing your expertise and best practices will be vital in building a strong and capable support organization.
• • You will take the lead in conducting calls with our valued Partners who OEM Zimperium's product. Your guidance will ensure they receive the right technical assistance to effectively address their customer issues, strengthening our partner ecosystem.
• • Providing comprehensive training to new team members and partners on relevant product areas is another key responsibility. You will develop and deliver training materials that enhance their understanding and proficiency with Zimperium's solutions.
• • You will collaborate with cross-functional teams to provide crucial usage visibility to leadership and partners. This involves analyzing data and trends to inform strategic decisions and identify areas for enhancement.
• • Finally, you will expertly triage customer issues escalated by Level 1 and Level 2 Support teams. You will conduct in-depth investigations and provide detailed information to the Engineering team when further escalation is necessary, ensuring complex problems are addressed by the most qualified resources.
• • This role offers the unique opportunity to work remotely from anywhere within the United States, providing flexibility and work-life balance. You will be an integral part of a forward-thinking company dedicated to mobile security innovation.