Job opportunity: Support Engineer - Mobile Expert

Support Engineer - Mobile Expert

Israel Office · Full-time · Intermediate

About The Position

Glassbox is looking for an experienced Support Engineer - Mobile Expert to join our Global Support team.

We are Glassbox, a world leader in digital experience analytics, on a mission to deliver frictionless digital journeys to brands and their customers all over the world. 

We are a hyper-growth scale-up that has most recently acquired a strong player in the CX field- SessionCam and just IPO’d in June!

So, now is the perfect time to come to Glassbox and help us accelerate our global leadership position!

Will you join us in this journey?

 

What You Will Do 

  • Take end-to-end ownership of customers’ technical issues, including initial troubleshooting, identification of root cause, and issue resolution & communication
  • Become Tier 3 Mobile Expert - lead the mobile area and become a knowledge leader for the team and company
  • Provide Tier 3 deep level support to Tier 2 and customers
  • Lead support incidents to resolution
  • Escalation management in front of the R&D teams
  • Communicate with customers and provide Tier 3 investigation and incident technical management


Requirements

What You Will Need

  • A minimum of 5 years experience in a Technical Support function (B2B) dealing with data analysis and website monitoring (server-side)
  • Knowledge of Mobile Apps development environments, frameworks, and tools such as Android Studio and Xcode / app code
  • Knowledge of mobile dependency management tools such as Cocoapods, Maven, and npm
  • Familiarity with the mobile ecosystem and tools such as Cordova, React Native, Native Script, Flutter, etc.
  • Familiar with Java / ObjectiveC / Swift
  • Experience with web data analytics and web monitoring tools 
  • Experience with relevant analytics software deployment, implementation, and support on Windows and Linux environment
  • Previous experience working in product support teams and sales processes including product demonstration and training 
  • Outstanding customer service skills and a passion for customer service
  • Excellent English verbal and written communication skills
  • Strong troubleshooting and problem-solving skills

An advantage

  • Principle knowledge of website construction and infrastructure, including HTML, JavaScript, and understanding of OS and browsers distinctions
  • Understanding of web servers (Apache, Tomcat, IIS, etc.)
  • In-depth knowledge of Linux and Windows debugging system
  • Understanding of network protocols (HTTP/S, TCP) with experience diagnosing connection-related issues and analysing traffic data (Wireshark)


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