• Provide technical support for Android applications, identifying and resolving issues in a timely manner. • Collaborate with cross-functional teams to troubleshoot and resolve complex technical issues. • Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles. • Understanding of mobile application security is an added advantage. • Stay updated with the latest advancements in Android/iOS/Hybrid Platform application development and support integrating innovative approaches for sustained competitive advantage. • Maintain a high level of customer satisfaction through timely 2 way updates between Zimperium and customer, take ownership of reported customer issues, and ensure problems are resolved within Zimperium defined SLAs.

• Providing Technical Support in analysis to the UpGuard Community and staff globally while providing world-class enterprise support for our customers. • Responsible for all technical inquiries including collaborative and cross-departmental escalations with our security committee and engineers. • Updating, Maintaining, and developing all internal and external knowledge base documentation. • Upskilling and educating our community on how to maximize their success within our platform. • Manage communications with our security engineers and customers on ticket escalations. • Analyze, investigate, and remediate risks identified in the community’s attack surface. • Advocate on behalf of the UpGuard Community with the product team to implement features, improvements, and analysis.

• Receive and perform initial triage of incoming tickets. • Ensure correct routing and categorization of tickets. • Perform initial analysis of logs, errors, and system behavior. • Work on resolving operational incidents of low to medium complexity. • Ensure compliance with service and response SLAs. • Keep clients informed about the status of their tickets. • Conduct continuous follow-up with squads or other involved teams. • Support identification of recurring issues and propose improvements. • Update and maintain the knowledge base with solutions and procedures. • Assist in organizing technical schedules and checkpoints with clients. • Follow and reinforce processes and workflows defined by the support area.

• Email, Chat and Voice Support - Answer inbound inquiries coming through Motive’s support hotline, live chat feature or support email address during Pacific Standard Time business hours • Customer Service Analysis - collect customer support requests and bugs and relay findings to the product and engineering teams to address these issues • System Evaluation - evaluate our existing tools and work with engineering to develop tools to enable this function to scale