Mobile Technical Support Specialist
2 days ago
The role of Senior Technical Support Engineer, Mobile requires a technical expert who can serve as the first line of defense for issues related to our iOS and Android SDKs.
- Reproduce, debug, and escalate mobile-specific issues in partnership with Engineering and Product teams.
- Serve as a technical point of escalation for our iOS and Android SDKs, collaborating with internal teams to resolve complex problems.
- Develop strong relationships with mobile developers to troubleshoot integration problems, share implementation best practices, and improve developer workflows.
- Analyze crashes, performance issues, and unexpected app behavior related to the Ditto SDK, working closely with Engineering to identify root causes.
- Respond to live escalations and production incidents, coordinating with internal teams and customer stakeholders to ensure timely resolution.
- Participate in a 24/7 on-call rotation to support critical customer needs, providing exceptional service and expertise during out-of-hours periods.
- Collaborate with Engineering to communicate incident status, contribute to root cause analyses, and develop actionable recommendations for improvement.
- Design and implement tooling and automation to streamline mobile debugging, reducing complexity and improving efficiency for developers.
- Utilize AI and internal tools to create self-service support experiences for routine SDK-related issues, enhancing customer satisfaction and productivity.
This is a hands-on, high-impact role that demands a unique blend of technical expertise, problem-solving skills, and customer-centric approach. We seek an individual who thrives at the intersection of mobile technology, developer support, and customer success.
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