Job Title: Technical Support & Solutions Engineer, Mobile Security (LATAM)
Location: LATAM (Remote) (Mexico, Colombia, Chile, Peru or Brazil)
Type of Contract: Full-Time | Employed
Salary Range: Market Rates
Language Requirements: Fluent English and Spanish; Portuguese is a plus
Our client is seeking a bilingual Technical Support & Solutions Engineer with experience supporting mobile SDK integrations and customer-facing technical issues to join their growing team. You will play a key role in diagnosing L1/L2 technical issues, supporting mobile integrations, and assisting with technical demos and proof-of-concept projects. Your work will directly impact customer satisfaction, successful product integrations, and sales opportunities across LATAM and the US.
Key Responsibilities
- Own first response and resolution for L1/L2 customer support tickets through Zendesk and Jira, handling approximately 5–10 issues per day as the customer base grows.
- Analyze device and remote logs, crash reports, ANR traces, and stack traces to identify likely root causes and reproduce customer-reported issues.
- Build and run sample iOS and Android applications using Xcode and Android Studio to validate integrations and reproduce reported issues across native and hybrid environments.
- Troubleshoot mobile SDK security-related issues involving encryption, certificate pinning, obfuscation, and jailbreak/root detection without modifying the underlying product implementation.
- Gather and organize diagnostic information for Engineering teams in South Korea and India, escalate confirmed defects, and prepare root cause analysis documentation.
- Deliver technical product demonstrations, build proof-of-concept integrations, and support customers through their initial successful integration.
- Partner with the sales team on technical questions, customer presentations, POCs, RFP technical responses, and opportunities across LATAM and the US.
Must-Have Qualifications
- Fluent written and verbal English and Spanish, with the ability to support Spanish-speaking LATAM markets and collaborate with English-speaking teams.
- Experience in a technical customer support role, preferably with defined SLA and response-time expectations.
- Comfortable building and running simple iOS and Android applications on physical devices using Xcode and Android Studio.
- Working familiarity with native and hybrid mobile architectures, including Flutter and React Native.
- Ability to read and interpret crash logs, ANR traces, and stack traces from device and remote sources.
- General understanding of mobile application security concepts, including encryption, certificate pinning, obfuscation, and jailbreak/root detection.
- Experience with technical support and ticketing platforms such as Zendesk and Jira, combined with strong customer-facing presentation and communication skills.
Preferred Qualifications
- Portuguese proficiency.
- Experience with crash reporting or monitoring tools such as Firebase Crashlytics, Sentry, Bugsnag, or Datadog.
- Exposure to DRM, content protection, or mobile application security SDKs.
- Experience supporting sales teams through technical pre-sales activities, including demos, POCs, and RFP technical responses.
- Experience collaborating with distributed engineering teams across multiple time zones.
Success in the Role
- Within the first 90 days, independently deliver product demos, support at least one customer through a POC, build and run sample iOS and Android applications, and effectively collaborate with Engineering teams across South Korea and India.
- Within six months, actively support LATAM and US sales opportunities through successful demos, POCs, and technical product support while responding to customer tickets within SLA during LATAM business hours.
Originally posted on