The Senior Customer Support Engineer will resolve customer issues, collaborate with various teams, and mentor new engineers while managing feedback and documentation.
Duties:
Will research, diagnose, and resolve issues raised by the customers in collaboration with our Product, DevOps and engineering teams. Specific duties include:
1. Apply expertise with mobile applications and SaaS based delivery models to troubleshoot and debug issues reported by customers;
2. Validate customer-specific fixes and releases in collaboration with quality assurance team and develop technical documentation for specific customer needs;
3. Gather and analyze customer feedback per standard escalation procedures for unresolved product issues and bugs and create JIRAs for engineering team;
4. Work closely with customer success, development and product teams in different time zones to address customer issues;
5. Mentor new team members who join in as Customer Support Engineers;
6. Lead calls with Partners who OEM our Product to ensure that they are getting the right help to address the customer issues;
7. Provide training to new team members or Partners on relevant Product areas;
8. Work with cross-functional teams to provide usage visibility to leadership as well as partners; and
9. Triage customer issues escalated by Level 1, Level 2 Support, and escalate them to Engineering with more details as needed.
May telecommute from anywhere in the US.
Position Requirements:
Master’s Degree in Computer Science, Computer Engineering, or a related field plus 2 years of experience in software development or customer support roles. Experience must include the following, which may be gained concurrently:
1) 2 years of experience utilizing Android Studio to test sample applications;
2) 2 years of experience utilizing SQL and Python to manage and query databases;
3) 1 year of experience designing custom APIs to troubleshoot customer issues;
4) 1 year of experience utilizing SIEM tools including Splunk;
5) 1 year of experience utilizing MDM Solutions such as Intune and AirWatch.
Salary:$113,850 - $115,875/year,
M-F, 9 a.m. to 5 p.m.
Apply online at www.zimperium.com/careers/ or mail resume to Staffing, Zimperium, Inc., 4055 Valley View Lane, Suite 300, Dallas, TX 75244. Reference 047550-049 in reply.
This position is part of Zimperium Inc.’s employee referral program and is eligible for an employee referral incentive.
Top Skills
Airwatch
Android Studio
Intune
Mdm Solutions
Python
Siem Tools
Splunk
SQL
Similar Jobs
Security • Software
As a Senior Customer Support Engineer, you will troubleshoot technical issues, manage support tickets, and advocate for customer needs while collaborating with product and engineering teams.
Top Skills:
APIsBoxChrome Dev ToolsConfluenceGoogle Cloud LogsJIRAM365PostmanSalesforceSentryServicenowWorkdayZendeskZoom
Cloud • Information Technology • Mobile • Security
As a Senior Customer Support Engineer in Deployments, you will manage smooth deployments for Fortune 500 clients, resolve technical challenges, and foster relationships by creating documentation, managing escalations, and educating customers.
Top Skills:
APIsAzureDockerKubernetesLinuxPostmanPythonShell ScriptingTerraform
Artificial Intelligence • Software
The Customer Support Engineer will handle technical operations, solve customer issues, and manage post-sales activities while ensuring customer satisfaction.
Top Skills:
Bash ScriptingEnterprise It InfrastructureHigh-Performance ComputingLinuxNetwork ConfigurationsS3Storage Solutions
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
