Working Place: Remote - East Coast

Country - America's - USA

Department: Technical Support

Reports to: Director, Technical Support

Type of Contract: FTE

About this role 

The Senior Customer Support Engineer is a seasoned professional that combines problem solving and customer facing Talents. They Engage with customer software developers and help them use Verimatrix products successfully. They conduct and follow Verimatrix customer support operations and are accountable for improving customer satisfaction and giving feedback to engineering about the products. They have an advanced understanding of the Verimatrix products and are able to dive deep into several aspects of software development and software protection technologies.  

This position will be focused on our software protection and threat detection product line. It shields customers from tampering repackaging, hooking, emulation and data exfiltration attacks. It also has a data component that is able to acquire threat events and establish a risk profile. The product line also includes a remote-control component that enables our customers to disarm suspicious applications.  

Successful candidates are software problem solvers, they master multiple programming languages and understand the software development lifecyle. They also have customer-facing experience acquired in Service Integration, Professional Services or Technical Support Roles.  

Main responsibilities 

• Being a subject matter expert and a power user of Verimatrix software protection products. 

• Responding to monitoring alerts, incident tickets and information requests within predefined SLA’s. 

• Troubleshooting of Verimatrix security products and environment (Hybrid On-Prem/Cloud). 

• Problem management and root cause analysis. 

• Taking ownership of the issues reported by the customer and providing response/solution/workaround within SLA’s.  

• Identify and escalate critical issues to management. 

• Identify and triage critical issues with R&D. 

• Contribute to Knowledge Base articles and Run Books used for investigation and issue resolution. 

• Proactively suggest changes to Verimatrix products, processes, or internal tools to improve efficiency.  

• Mentor Junior team members to increase team skill set and product knowledge.  

Required Qualifications & Skills 

• 5+ years experience with C++/Objective-C/Java/C#. 

• 2+ years experience with mobile development environments (Android Studio, Xcode)  

• 2+ years experience with Visual Studio. 

• Critical thinking and problem-solving skills, and the ability to walk others through their logic. 

• 5 years+ experience with 2 or more build and deployment systems (e.g. Jenkins). 

• Bachelor’s Degree in Computer Science, Information Technology or 10 years+ proven experience in programming. 

• Highly effective written and verbal communication skills. 

• Strong time management, negotiation, and organization skills. 

• Capable of managing multiple tasks and working well under pressure. 

Desired but not mandatory Qualifications & Skills 

• Experience in similar customer support roles. 

• Reverse engineering skills. 

• Ticketing tools like Zendesk or JIRA. 

About Verimatrix 

Verimatrix (Euronext Paris: VMX) helps power the modern connected world with security made for people. We protect digital content, applications, and devices with intuitive, people-centered and frictionless security. Leading brands turn to Verimatrix to secure everything from premium movies and live streaming sports to sensitive financial and healthcare data, to mission-critical mobile applications. We enable the trusted connections our customers depend on to deliver compelling content and experiences to millions of consumers around the world. Verimatrix helps partners get to market faster, scale easily, protect valuable revenue streams, and win new business. To learn more, visit www.verimatrix.com. 

Compensation: $120-130k USD annually with 10% Corporate Bonus based off of experience

Full Benefits Package

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