Job Details
Job Title
Technical Support Engineer (Thailand)
Location
Shall be based in Thailand
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
What will you do?
- 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
Your Skills & Experience:
- Bachelor’s in Computer Science/IT/ Cybersecurity or a related engineering field.
- 3 – 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 crossplatform (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 English and Thai communication skills.
If you are passionate about sales, results-driven, and have the leadership skills to drive a team to success, we would love to hear from you. Please apply with your resume and a cover letter highlighting your experience and qualifications for the role at: radhia.ridzuan@seciron.com
