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.