Interested in cybersecurity and mobile technology
We're hiring a Technical Support Engineer to support mobile application security solutions, troubleshoot technical issues, and work closely with engineering teams.
Apply now or reach out to learn more.
Key Responsibilities
- Provide technical support to customers via email, phone, chat, or ticketing systems.
- Troubleshoot, diagnose, and resolve software, application, and integration-related issues.
- Reproduce reported issues, perform root cause analysis, and document findings clearly.
- Conduct compatibility and functionality testing, validate fixes, and prepare structured test reports.
- Guide customers through product configuration, onboarding, upgrades, and integration processes.
- Collaborate with Engineering, Product, and Customer Success teams to investigate and resolve complex technical issues.
- Escalate unresolved cases following established support procedures.
- Maintain accurate records of customer interactions, issue resolutions, and support activities.
- Develop and maintain knowledge base articles, technical documentation, and support best practices.
- Gather customer feedback and recommend improvements to product reliability, usability, and customer experience.
- Take ownership of customer-reported issues and ensure timely resolution while maintaining high customer satisfaction.
- Stay updated on mobile application security, cybersecurity trends, mobile platforms, and emerging technologies.
Key Requirement
- Bachelor's Degree in Computer Science, Information Technology, Cybersecurity, Software Engineering, Computer Engineering, or a related technical field.
- 1–3 years of experience for Junior-level candidates, or 4+ years for Mid-level candidates in Technical Support, Application Support, Customer Support Engineering, or a related role.
- Experience supporting enterprise software, SaaS products, or technology solutions.
- Familiarity with mobile application development technologies such as Java, Kotlin, Swift, Flutter, or React Native.
- Understanding of Android and iOS platforms, mobile application architecture, APIs, and SDK integrations.
- Strong troubleshooting, analytical, and problem-solving skills with the ability to identify root causes and recommend effective solutions.
- Experience with helpdesk, ticketing, or issue-tracking tools is an advantage.
- Knowledge of mobile application security or cybersecurity concepts is highly desirable.
- Strong customer service orientation with a commitment to delivering exceptional support experiences.
- Excellent written and verbal communication skills in English; Mandarin proficiency is an added advantage.
- Ability to work independently while collaborating effectively in a fast-paced environment.
- Startup or high-growth technology company experience is a plus.
Nice-to-Have
- Exposure to cybersecurity, application security, DevSecOps, or mobile security solutions.
- Experience supporting APIs, SDKs, or software integrations.
- Familiarity with cloud-based or SaaS environments.
