Customer Support Leader

Zimperium

Dallas, TX, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/18/2021
  • Website: zimperium.com
  • Company Address: 101 Mission street, San Francisco, CA, 94115

About Zimperium

Zimperium is a privately owned mobile security start-up based in San Francisco, California and Tel Aviv, Israel.

Job Description

The Customer Support Leader will manage and lead a team of support engineers across different global geographies The right candidate will work with cross-functional teams to drive customer satisfaction and guide the team to diagnose, troubleshoot, and resolve field issues. This position is based out of Dallas, TX.


Responsibilities:

  • Act as the primary escalation point from the support organization for customer escalations
  • Manage and mentor support engineers to resolve customer issues based on established priorities & service levels
  • Define and drive implementation of support processes, tools, and best practices
  • Collaborate with Engineering, QA, and Product Management to address Customer issues and feature requests in a timely manner. Provide technical RCA (Root Cause Analysis) documents on P1 issues and create best practice documents in collaboration with Product Management and Research teams
  • Understand Customer priorities, business impact by collaborating with the Customer Success Managers
  • Develop and publish support KPI Metrics to the executive management team


Required Experience & Qualifications:

  • Experience in building and leading a global team of support engineers for technology startups
  • Minimum 12 years of Customer-facing experience working with enterprise solutions
  • 2+ years of experience implementing and supporting Mobile application infrastructure
  • Strong SQL background/experience
  • Good understanding and proven experience in supporting SAAS based cloud web applications, including software methodologies and delivery mechanisms
  • Hands-on experience with Python, Java, and SQL Scripting.
  • Experience with cloud monitoring solutions such as Datadog
  • Excellent oral and written communications skills
  • Willingness to learn new technologies, self-driven learner
  • Bachelors or Masters in Computer Science or an equivalent technical degree


Technologies & Skills:

  • Strong SQL experience with a functional understanding of databases
  • Mobile App architecture ( Android/iOS)
  • Strong Excel and PowerPoint skills
  • Amazon Web Services components, Linux Containers / Docker, OpenStack
  • MDM solutions like MS-Intune, VMware-Workspace One, Mobileiron, Citrix, etc.
  • SIEM tools like ArchSight, Splunk, etc.
  • Android Studio (adb, junit), xCode skills are a plus

Qualified candidates (no 3rd parties) should email their resume and contact information.

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.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.