Customer Support Engineer - Tier 2 (India)

Zimperium® is the world leader in mobile security, purpose-built to protect the modern mobile enterprise. Trusted by leading organizations and governments, our AI-driven platform delivers real-time, on-device protection for mobile applications and devices. We help organizations stay ahead with proactive defense against evolving threats—including mobile-targeted phishing (mishing), malware, app vulnerabilities, and zero-day exploits. Our mission is to empower organizations to operate securely and confidently in today’s dynamic digital environment. Zimperium® is an industry leader in enterprise mobile security, being the first and only company to provide a complete mobile threat defense system that offers real-time, on device world-class protection against both known and unknown next generation of advanced mobile cyberattacks and malware.   Our MTD and award-winning machine learning-based engine protects against device, network, phishing and application attacks for IOS, Android and Windows devices, using a non-intrusive approach to always protect privacy of users.   As part of our fast-growing pace, we are currently looking for a Customer Support Engineer to become the technical expert responsible for supporting the Customers using our solution. This resource should be a self-driven individual who assumes accountability in ensuring high level of customer satisfaction. The individual should have strong technical skills and an analytical mind to research, diagnose and resolve the issues raised by the customers.   The individual should have strong technical skills and an analytical mind to research, diagnose and resolve the issues raised by the customers. Technical expert responsible for assisting customers using our Mobile Application Protection solution suite (https://www.zimperium.com/mobile-app-protection/). This role requires a self-driven individual who takes accountability for ensuring a high level of customer satisfaction. The candidate should possess strong technical skills and an analytical mindset to research, diagnose, and resolve the issues raised by customers. They must be a team player capable of collaborating with product and engineering teams.   Location: India   What You’ll Do:   Product & Domain Expertise - ·         Provide technical support for Android applications, identifying and resolving issues in a timely manner. ·         Collaborate with cross-functional teams to troubleshoot and resolve complex technical issues. ·         Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles. ·         Understanding of mobile application security is an added advantage. ·         Stay updated with the latest advancements in Android/iOS/Hybrid Platform application development and support ·         integrating innovative approaches for sustained competitive advantage.   Customer Satisfaction & Risk Management – Maintain a high level of customer satisfaction through timely 2 way updates between Zimperium and customer, take ownership of reported customer issues, and ensure problems are resolved within Zimperium defined SLAs.   Required Skills: ·         Strong understanding of mobile application development and support - good understanding of Android/iOS application development, usages of development and instrumentation tools (Android Studio and Xcode) for troubleshooting/debugging of application crashes, perform crash analysis. ·         Experience in Java/related programming languages, scripting languages and understanding of database querying using SQL ·         Excellent communication and collaboration skills. - Ability to work in a fast-paced environment and manage multiple priorities. ·         Basic understanding of SaaS-based delivery models and troubleshoot/debug issues reported by customers.   Qualifications: ·         Bachelor's degree in Computer Science, Cybersecurity, Information Technology, or an equivalent engineering degree. ·         5+ years of experience in customer support & service roles, preferably with software security technologies and solutions. ·         Self-motivated with extensive troubleshooting skills and knowledge of debugging. ·         Customer-oriented with post-sales application support experience. ·         Excellent spoken and written communication skills.