Customer Support Engineer (Malaysia - Tier 2)

Location: Malaysia

Responsibilities

• 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, seeing problems through to resolution while providing Zimperium’s management with adequate visibility on potential risks.
• Roll up your sleeves – Learn everything about the product, validate customer‑specific fixes and releases working with the QA team, and develop technical documentation for specific customer needs.
• Customer Advocacy – Gather customer 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...