Customer Support Engineer (Malaysia - Tier 2)

Zimperium, Inc. is a global leader in mobile device and app security, offering real-time, on-device protection against both known and unknown threats on Android, iOS and Chromebook endpoints. The company was founded under the premise that the then current state of mobile security was insufficient to solve the growing mobile security problem. At the time, most mobile security was a port from traditional endpoint security technologies. Zimperium recognized mobile devices had unique characteristics needing a completely new approach. The team set to work to reimagine how to protect mobile devices and developed the award winning, patented z9 machine learning-based engine.

As part of our fast growing pace, we are currently looking for a Customer Support Engineers 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. Should be team player capable of collaborating with the Product, DevOps, and Engineering teams.

Location: Malaysia

Responsibilities and Requirements:

• Product & Domain Expertise - Understands mobile applications, SaaS based delivery models and troubleshoot /debug issues reported by the customer.
• Customer Satisfaction & Risk Management - Maintain a high level of customer satisfaction and take ownership of customer issues reported and seeing problems through to resolution while providing Zimperium’s management with adequate visibility on any potentials risks.
• Roll up your sleeves - Learn everything about the product, Validate Customer specific fixes and releases working with QA team, develop technical documentation for specific customer needs.
• Customer Advocacy - Gather Customer’s feedback and follow the standard escalation procedures for unresolved product issues and bugs, creating JIRAs for engineering to work on.
• Collaborate with internal teams - Work closely with customer success, development and product teams in different time zones to address customer issues.

Desired Skill Set:

• Strong SQL skills, python/ java scripting, Unix skills.
• Prior experience with Mobile Apps, mobile architecture and MDM Solutions like MS-Intune, AirWatch, Mobile Iron, Citrix.
• Familiarity to SIEM tools like ArchSight, Splunk, etc.
• Familiarity with Cloud Architecture : Amazon Web Services components, Linux Containers / Docker, OpenStack, postgress, kaftka.
• The following skills are a plus: Android Studio (adb, junit), xCode.

Qualifications:

• Bachelor’s in computer science or information technology or an equivalent engineering degree.
• 5+ years (Mid-Level) or 1-3 years (Junior) of experience working with Enterprise software solutions, startup experience desirable.
• Good understanding and proven experience in supporting cloud-based web applications.
• Hands-on skillsets with Python, Java and SQL Scripting. At least 1-3 years of experience implementing and supporting Mobile application infrastructure.
• Self-motivated, extensive troubleshooting skills and knowledge of debugging required.
• Customer oriented and face to face post-sales services experience with excellent communications skills.
• Experience in Mobile app delivery and deployment concepts on iOS and Android will be plus.