Product Support Engineer III-1

About the Role

We are looking for an experienced Mobile Product Support Engineer to join our Global Technical Support organization. This role is ideal for a technical leader who thrives on solving highly complex mobile-related issues, with a strong focus on customer impact, operational workflows, and regulatory considerations.

In this role, you will:

• Act as primary L3/PSE owner for high-impact and ambiguous mobile issues
• Lead structured, hypothesis-driven investigations: define the problem, build reproducible cases, analyze logs and telemetry, and drive to clear root cause and mitigation across mobile clients, backend services, and configuration layers.
• Partner closely with engineering teams to assess impact and risk, prioritize fixes or mitigations, and influence roadmaps for reliability, observability, and operational guardrails.
• Own customer and stakeholder communication for critical issues: craft clear business impact assessments and timelines, provide concise, periodic updates to Support, CSMs, Sales, and Product, and deliver customer-ready narratives and post-incident summaries suitable for senior audiences in EMEA and globally.
• Proactively identify patterns across customer tickets and incidents to recommend and drive product and tooling improvements that reduce future volume and time-to-resolution.
• Contribute to and maintain internal runbooks, incident playbooks, and knowledge base content for mobile workflows, ensuring they reflect regional nuances.
• Mentor and coach L2 engineers, raising the bar on Troubleshooting depth and documentation quality, Reproduction and scoping of issues, Escalation criteria, and communication with engineering.
• Advocate for the voice of the customer in discussions with product and engineering, grounded in real data from escalations, patterns, and frontline feedback.
• Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.

Minimum requirements for the role

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
• 6+ years of experience in technical support, solutions engineering, or similar roles working directly with complex SaaS products; at least one major area of depth in mobile applications or fleet/telematics workflows.
• Proven expertise troubleshooting mobile apps across Android and/or iOS, including device/OS constraints, network behavior, authentication flows, app configuration, and data synchronization with backend services.
• Strong debugging and root-cause analysis skills: able to decompose ambiguous, multi-system issues, quickly identify high-leverage logs and signals, and drive toward a clear root cause and mitigation.
• Demonstrated experience working directly with engineering and product: reading JIRA tickets/RFCs, validating hypotheses in lower environments, and influencing prioritization using data and customer impact.
• Excellent written and verbal communication in English, comfortable presenting complex technical narratives to both engineers and non-technical stakeholders across regions.
• Strong ownership mindset and bias for action—able to lead investigations, make pragmatic decisions under time pressure, and follow through until issues are fully resolved and learnings are captured.
• Demonstrated strong resourcefulness, creativity, and problem-solving skills.
• Adaptability and ability to thrive in a fast-paced, dynamic work environment.
• Experience in direct customer interaction, incident response, and participation in a rotational after-hours/on-call support cadence is essential.