Mobile Support Engineer (iOS/Android)

Support Toronto, Canada


This role can be based remotely in any provinces and territories in Canada. 

Do you consider yourself an expert in mobile development (iOS/Android)?
Do you pride yourself on learning quickly?
Are you looking for a change?

Role summary:
The selected candidate will be part of a global team responsible to resolve support requests from customers in a 24/7/365 environment.

If you join our Mobile application support team, you are guaranteed to engage with global leaders and household names to solve challenging technical issues. This is a great opportunity for you to gain highly valuable exposure in the mobile security industry.

Successful candidates should have the following skills:

  • Must have the following programming & debugging skills:
    - Mac, Windows, Linux, iOS or Android
    - Objective-C, Swift, or Java
    - Xcode, Visual Studio, Android Studio, or Eclipse
  • Graduated with Bachelor's Degree in Computer Science or Engineering or equivalent technical experience
  • Communication in English is a must (oral and written). This role requires constant voice and screen sharing support in a manner that is professional, compassionate, and effective
  • Ability to troubleshoot system issues
  • Fundamental understanding of computer architecture and low-level details of the programming languages used by the products you are supporting
  • Experienced in using modern, collaborative tools such as Zendesk, Atlassian and Slack
  • Ability to synthesize and clearly communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally
  • Hacking or reverse engineering skills be will an advantage

Responsibilities:

  • Willingness to support North America region. Flexible to accommodate urgent customer needs over weekends and public holidays
  • Perform tasks such as resolving licensing and setup issues, deploying products, collecting artefacts for debugging
  • Provide high quality technical support by helping customers resolve issues including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes
  • Documenting all support issue details while supporting customers to ensure details are available for all relevant parties
  • Work cooperatively with other support team members to arrive at issue resolution as per Service Level Agreement before escalating to engineering team
  • Contribute, maintain, and improve knowledge base articles, training materials, and other repositories of information
  • Report customer use cases, requirements, enhancement requests, and recommend fixes
  • Practice the ‘give and take’ model of knowledge and experience exchange by sharing information to the team
  • Hunger to learn and improve job skills through participation in product, technology, and customer service training
  • Participate in improving processes, communication, systems, etc.

*Due to the vast amount of applications, we are only able to contact shortlisted candidates. We encourage you to visit our website at www.servicerocket.com for regular updates on available roles.