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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.

Key responsibilities

• 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.

About you

• Bachelor's in Computer Science/IT/ Cybersecurity or a related engineering field.

• At least 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 Thai and English communication skills.