Technical Support & Solutions Engineer, Mobile Security (LATAM)

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.