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
Big Data • Information Technology • Productivity • Software • Analytics • Business Intelligence • Consulting
Join as a 2nd Level Support Engineer, providing technical support for Celonis software, driving ticket resolution, and contributing to ongoing service improvement.
Top Skills:
AIJavaMs Sql ServerOraclePythonSap Hana
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 Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
