Technical Product Support Engineer - Mobile Apps & Cybersecurity

Accountabilities:

• Provide expert technical support to customers using mobile application protection and cybersecurity solutions, with a particular focus on Android applications.
• Investigate, diagnose, and resolve technical issues reported by customers, ensuring timely and effective problem resolution.
• Troubleshoot mobile application crashes and performance issues using development and debugging tools such as Android Studio and Xcode.
• Perform application crash analysis, identify underlying technical causes, and recommend appropriate corrective actions.
• Collaborate with cross-functional teams, including product management and engineering, to investigate and resolve complex technical challenges.
• Take ownership of reported customer issues, ensuring consistent communication and regular progress updates between customers and internal teams.
• Maintain high customer satisfaction by delivering responsive, professional, and solution-oriented post-sales technical support.
• Ensure customer issues are handled within established Service Level Agreements (SLAs), managing priorities and risks effectively.
• Develop, update, and maintain technical documentation, troubleshooting guides, and knowledge base articles to support customers and internal teams.
• Stay informed about developments in Android, iOS, and hybrid application development, as well as emerging mobile security technologies.
• Continuously strengthen product and domain expertise, identifying innovative approaches to improve troubleshooting processes and support effectiveness.
• Support customers in understanding technical aspects of SaaS-based solutions and resolving application-related challenges.

Requirements:

• Bachelor's degree in Computer Science, Cybersecurity, Information Technology, Engineering, or an equivalent technical discipline.
• At least 5 years of professional experience in customer support, technical support, or customer service roles, preferably within software security or cybersecurity technology environments.
• Strong understanding of mobile application development and technical support, particularly across Android and iOS platforms.
• Hands-on experience with Android Studio and Xcode, including the use of development, instrumentation, and debugging tools to investigate application crashes and technical issues.
• Experience with Java or related programming languages, along with familiarity with scripting languages.
• Working knowledge of SQL and database querying for technical investigation and troubleshooting.
• Basic understanding of Software-as-a-Service (SaaS) delivery models and the ability to diagnose and resolve issues within SaaS-based applications.
• Strong debugging, analytical, and problem-solving skills, with the ability to investigate complex technical issues and identify root causes.
• Previous experience providing post-sales application support and managing customer-reported technical incidents.
• Knowledge of mobile application security and cybersecurity concepts is a strong advantage.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to customers and internal stakeholders.
• Strong collaboration and interpersonal skills, with the ability to work effectively alongside product and engineering teams.
• Self-motivated, customer-oriented, and accountable, with the ability to work independently in a fast-paced environment.
• Excellent organizational skills and the ability to manage multiple customer requests and competing priorities effectively.

Benefits:

• Full-time employment opportunity.
• Fully remote working arrangement from India.
• Opportunity to work with innovative mobile application protection and cybersecurity technologies.
• Exposure to advanced AI-driven mobile threat detection and application security solutions.
• Collaboration with international customers and multidisciplinary product and engineering teams.
• Opportunity to develop expertise in Android, iOS, mobile application debugging, and cybersecurity.
• Professional growth through hands-on experience with complex technical challenges and emerging security technologies.
• Opportunity to contribute to solutions protecting organizations against evolving mobile cyber threats.
• Inclusive and collaborative working environment that values technical expertise, accountability, and customer satisfaction.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?

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