Technical Support Engineer

SecIron; Kuala Lumpur; On-site; MYR 72,000 - 108,000; Full time

Job summary

SecIron is a mobile application security company focused on protecting digital products from advanced threats. We develop modern solutions for app shielding, anti-tampering, fraud prevention, and threat monitoring.

The Technical Support Engineer role provides technical assistance to customers, reproduces problems, and identifies root causes while collaborating with engineering and product teams to resolve complex cases and document solutions for knowledge bases.

Qualifications

• Bachelor’s degree in Computer Science, IT, Cybersecurity or related field.
• 3–5 years of experience with enterprise software solutions; startup exposure is a plus.
• Experience with mobile apps (native and cross-platform) and API integration.
• Strong understanding of software products, system environments and security concepts.
• Excellent troubleshooting and problem-solving abilities with clear communication.

Responsibilities

• Understand mobile apps and SaaS to diagnose, troubleshoot, and reproduce issues.
• Test compatibility, validate fixes, and document findings clearly.
• Maintain high customer satisfaction by owning issues through to resolution.
• Gather feedback and follow escalation procedures for unresolved issues.
• Develop and maintain support documentation and knowledge base articles.
• Collaborate with development and customer success teams to support customers.

Skills

Troubleshooting

Analytical skills

Customer service

Communication

Education

Bachelor's in Computer Science/IT/Cybersecurity

Tools

Mobile platforms (iOS/Android)

APIs/SDKs

Job description

SecIron is a mobile application security company dedicated to helping businesses protect their digital products from advanced threats. We develop modern solutions for app shielding, anti-tampering, fraud prevention, and continuous threat monitoring, giving companies stronger control over their mobile security. Our work supports organizations across industries as they grow, innovate, and operate safely in a fast-changing digital world. With a team built on technology, curiosity, and practical problem-solving, SecIron aims to deliver reliable protection and trusted user experiences.

About the Role

The Technical Support Engineer will provide technical assistance to customers using SecIron’s mobile app security solutions, including troubleshooting issues, reproducing problems, and identifying root causes. The role involves timely respond to customer support requests, maintaining a professional manner, while collaborating with engineering and product teams to resolve complex technical cases.

The Technical Support Engineer will document solutions, maintain knowledge base articles, and contribute to best practices that improve support efficiency. This position also includes guiding customers through product configurations, upgrades, and integrations, and providing clear technical explanations to both technical and non-technical stakeholders.

What you’ll do

• Understand mobile applications, and SaaS delivery models to effectively troubleshoot, diagnose, and debug customer-reported issues.
• Execute compatibility and functionality testing, validate fixes and enhancements, and document findings in clear and structured reports.
• Maintain a high level of customer satisfaction by taking ownership of customer-reported issues and seeing problems through to resolution.
• Gather customer feedback and follow established escalation procedures for unresolved issues, bugs, and product enhancements.
• Develop and maintain support documentation, knowledge base articles, and recommend improvements to product reliability, usability, and customer experience.
• Work closely with development and customer success teams to investigate issues, validate solutions, and support customer needs.

What we are looking for

• Bachelor’s in Computer Science/IT/ Cybersecurity or a related engineering field.
• Has 3 - 5 years of experience working with enterprise software solutions; startup experience is an advantage.
• Experience with mobile applications developed in native (Java, Kotlin, Swift) and cross-platform (Flutter, React Native) environments.
• Familiarity with mobile platforms (iOS and Android), APIs, or SDK implementation is highly beneficial.
• Strong technical support experience with the ability to understand software products, system environments, and mobile application security concepts.
• Proficiency in troubleshooting and analytical skills to diagnose issues, identify root causes, and propose effective solutions.
• Customer-focused mindset with a strong commitment to delivering high-quality service and ensuring positive customer experience.
• Ability to work independently and collaboratively, with strong communication skills to support effective teamwork and issue resolution.
• Strong written and spoken English communication skills.