Technical Support Engineer

We are a dedicated team of professionals with a passion for developing great software. We develop mission critical products with performance and security in mind. We are looking for candidates who are interested in being a member of a team of brilliant engineers and developing software that will run on tens of millions of mobile devices. Our products include mobile application development frameworks, payment applications, malware detection systems, multi factor authentication SDKs and more.

We are looking for a Technical Support Engineer who will play a crucial role in supporting our security solutions. In this role, you’ll work closely with our clients to address a wide range of technical and non-technical inquiries. These inquiries may relate to product features, integration processes or issues faced by their end-users. You will be responsible for assisting clients with troubleshooting issues, analyzing logs, supporting database queries and handling diverse support requests. If necessary, escalating to the appropriate team, ensuring the customer’s request is addressed and followed up until fully resolved.

Responsibilities

• Develop deep expertise in our security products to provide effective support.
• Prepare comprehensive documentation to help customers understand system functionalities.
• Address and resolve client requests through email, phone and other channels while maintaining timely and professional communication.
• Provide guidance for resolving both technical and non-technical issues.
• Assist clients with analyzing logs and performing relevant database queries to track user actions and troubleshoot issues.
• Escalate complex cases to appropriate teams, ensuring consistent follow-up until resolution.
• Keep case records up-to-date, provide progress updates, and document solutions to enhance customer support processes

Qualifications

• Bachelor’s degree in Computer Engineering, Computer Science or a related field.
• Prior experience in technical support, IT support or technical engineering.
• Native proficiency in Turkish, with strong English reading and comprehension skills.
• Solid understanding of network concepts and protocols.
• Experience in using Elastic logs for troubleshooting and analysis.
• Experience supporting Android or iOS applications is a plus.
• Familiarity with relational databases; experience with MongoDB is a plus.
• Experience with monitoring and observability tools is a plus.
• Familiarity with Java and Spring Boot is a plus.
• Knowledge of cloud-native applications and Kubernetes environments is a plus.
• Familiarity with security protocols and best practices is a plus.