Principal Support Engineer, Mobile Apps

This role can be performed remotely anywhere within the United States and Canada.

We’re looking for a passionate, experienced developer who enjoys connecting with customers and developers alike to help us refine the way we support our mobile customers. The successful candidate understands the challenges facing developers and thrives on solving problems and mentoring others.

You’ll partner with our mobile engineers to debug and prioritize issues, and explore new ways to support our customers. Using a data-driven approach, this strategic thinker will partner with a cross-functional group of leaders to influence the product roadmap and achieve company objectives. We’re solving difficult and novel problems with mobile apps; this role will be pivotal in the evolution of our mobile product.

This role reports to the Manager for Support Engineering.

Day-to-day you’ll:

  • Lead all initiatives related to supporting our mobile SDK.
  • Embed yourself into the mobile SDK product team to drive the customer experience forward while contributing to overall product strategy.
  • Support customers via email in Zendesk, occasionally hosting video calls for deeper troubleshooting.
  • Provide strong technical leadership and mentorship to develop the capabilities of team members.
  • Work with internal stakeholders to troubleshoot complex issues and maintain a stellar customer experience.

We’re looking for someone who:

  • Has experience working with either iOS or Android platforms.
  • Has experience implementing and troubleshooting mobile app SDKs.
  • Has experience using profiling and debug tools to identify inefficiencies and improve app stability.
  • Has experience owning customer issues through the entire support lifecycle from initial triage and replication to writing bug reports and keeping the customer informed along the way.
  • Is willing to assist with a weekend on-call rotation once per quarter.

It would be amazing if:

  • You have experience with modern mobile app build strategies, design patterns, and deploying at scale.
  • You have experience with frameworks like React Native, Jetpack Compose, and SwiftUI.
  • You are a stellar communicator and can translate between non-technical audiences and engineers with empathy.
  • You have worked with compiled code and successfully debugged issues without the source code.


This job offer was originally published on Jobicy

Published on: Jobicy

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Customer support

Full-time

November 3, 2022

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