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Senior Customer Support Engineer
Location
United States
Posted
1 day ago
Salary
$113.9K - $115.9K / year
Job Description
Role Description
This role offers the opportunity to provide high-impact technical support for complex software products, collaborating closely with Product, DevOps, and Engineering teams. The Senior Customer Support Engineer will troubleshoot and resolve advanced customer issues across mobile and SaaS platforms, validate fixes, and contribute to process improvements. You will mentor junior team members, lead partner calls, and translate technical insights into actionable feedback for product enhancements. This position requires a mix of hands-on technical skills, cross-functional collaboration, and customer advocacy. Ideal candidates thrive in dynamic environments, balancing direct problem-solving with guiding others and contributing to technical documentation and training. The role is fully remote, providing flexibility while maintaining strong communication with teams across multiple time zones.
- Research, diagnose, and resolve complex customer issues, collaborating with Product, Engineering, and DevOps teams.
- Validate customer-specific fixes and releases, producing technical documentation tailored to client needs.
- Gather and analyze customer feedback, create detailed JIRAs for unresolved product issues, and track escalations.
- Mentor new Customer Support Engineers and provide training to partners and internal teams.
- Lead technical calls with partners to ensure customer issues are addressed effectively.
- Provide usage visibility and insights to leadership and partner organizations.
- Triage and escalate customer issues from Level 1 and Level 2 Support to Engineering with detailed analysis.
Qualifications
- Master’s Degree in Computer Science, Computer Engineering, or related field, plus 2 years of relevant experience.
- 2 years of experience using Android Studio to test mobile applications.
- 2 years of experience using SQL and Python to manage and query databases.
- 1 year of experience designing custom APIs for troubleshooting customer issues.
- 1 year of experience with SIEM tools, such as Splunk.
- 1 year of experience with Mobile Device Management (MDM) solutions, including Intune and AirWatch.
- Strong problem-solving skills, attention to detail, and ability to collaborate across multiple teams and time zones.
- Excellent communication skills and ability to mentor or train peers and partners.
Benefits
- Competitive salary: $113,850 - $115,875 per year.
- Remote work opportunity from anywhere in the United States.
- Standard workweek: Monday to Friday, 9 a.m. to 5 p.m.
- Employee referral incentives and recognition programs.
- Professional growth through cross-functional collaboration and mentorship opportunities.
- Exposure to cutting-edge mobile security and SaaS technologies.
Job Requirements
- Master’s Degree in Computer Science, Computer Engineering, or related field, plus 2 years of relevant experience.
- 2 years of experience using Android Studio to test mobile applications.
- 2 years of experience using SQL and Python to manage and query databases.
- 1 year of experience designing custom APIs for troubleshooting customer issues.
- 1 year of experience with SIEM tools, such as Splunk.
- 1 year of experience with Mobile Device Management (MDM) solutions, including Intune and AirWatch.
- Strong problem-solving skills, attention to detail, and ability to collaborate across multiple teams and time zones.
- Excellent communication skills and ability to mentor or train peers and partners.
Benefits
- Competitive salary: $113,850 - $115,875 per year.
- Remote work opportunity from anywhere in the United States.
- Standard workweek: Monday to Friday, 9 a.m. to 5 p.m.
- Employee referral incentives and recognition programs.
- Professional growth through cross-functional collaboration and mentorship opportunities.
- Exposure to cutting-edge mobile security and SaaS technologies.
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