Customer Support Engineer - Endpoint/MTD (Device) & Cybersecurity

Zimperium; India; Remote; INR 600,000 - 1,200,000; Full time

Job summary

Zimperium is seeking a Customer Support Engineer to become the technical expert for customers using our mobile security platform. You will diagnose, troubleshoot, and resolve issues, guiding customers through complex configurations and collaborating with product, DevOps and engineering teams across multiple time zones.

You will learn the product deeply, validate fixes with QA, create concise technical documentation for customer-specific needs, and escalate bugs to engineering while maintaining

Qualifications

• Bachelor’s degree in CS/IT or engineering.
• 5+ years in enterprise software experience; startup experience desirable.
• 5+ years in customer support roles, preferably with security/mobile device management providers.
• 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 app 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.

Responsibilities

• Understands mobile applications, SaaS delivery models and troubleshoot /debug issues reported by the customer.
• Maintain a high level of customer satisfaction and manage risks while providing management with visibility on potential issues.
• Learn the product, validate customer-specific fixes with QA, and develop technical documentation for customer needs.
• Gather customer feedback and follow escalation procedures, creating JIRAs for engineering.
• Collaborate with customer success, development and product teams across time zones to resolve issues.

Skills

SQL

Python

Java scripting

Unix

Mobile apps

MDM solutions

Intune

AirWatch

MobileIron

Citrix

SIEM tools

ArcSight

Splunk

AWS

Docker

OpenStack

PostgreSQL

Kafka

Android Studio

Xcode

Education

Bachelors in Computer Science / IT or engineering degree

Tools

None

Job description

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 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.

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 (senior) or 1-3 years (junior) of experience working with Enterprise software solutions, startup experience desirable.
• 5+ years’ experience (senior) or 1-3 years (junior) in customer support roles, preferably with security and mobile device management solution providers.
• 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.

Zimperium is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.