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Senior Customer Support Engineer
2 weeks ago
Lookout is seeking a Senior Customer Support Engineer for our AppDefense SDK product, supporting Android and iOS platforms, based in India. This pivotal role in our Customer Support organization demands deep technical proficiency, strategic customer engagement, and collaborative problem-solving. You will handle advanced troubleshooting for complex mobile security SDK integrations, focusing on proactive root cause analysis and process enhancement. Essential skills include a deep understanding of Android and iOS ecosystems, API debugging, cloud platforms, data networks, and cybersecurity principles. Exceptional communication, customer advocacy, and mentorship capabilities are crucial. The India location enables global support coverage through shift patterns and co-locates support with primary AppDefense SDK customers.
Lookout's Mission and the AppDefense SDK
Lookout is a leader in mobile security, safeguarding enterprise and personal data. The AppDefense SDK is integral to this mission, integrating into applications to provide real-time threat intelligence for Android and iOS devices.
The Scope of the Role
Lookout, Inc. is a globally recognized cybersecurity leader delivering advanced protection for the most vulnerable element of any enterprise security strategy — human error and manipulation. Cloud-native by design, the Lookout platform offers rapid, scalable deployment and simplified security operations, defending the frontline of human-centric attacks—the mobile device.
Attackers now target the human element more than ever, with mobile devices providing the most direct path to their victims. Using social engineering techniques that exploit basic human instincts like trust, curiosity, and urgency, they deceive users into revealing sensitive credentials, allowing them to slip past legacy security solutions.
Lookout Endpoint Detection and Response (EDR) continuously monitors mobile endpoints for signs of human-centric attacks, as well as traditional malware, software vulnerabilities, and other anomalous activity. It uses advanced threat detection techniques, including artificial intelligence (AI) and behavioral analysis, to identify threats before they escalate across the enterprise.
Learn more at and follow us on the Lookout Blog, LinkedIn, and X.
This role extends beyond conventional troubleshooting. You will identify and resolve intricate technical problems, provide expert guidance to integrating Software Engineers, and meticulously maintain customer relationships. Supporting an SDK means your primary customers are often developers or engineering teams, requiring a deeper, peer-to-peer technical communication style, proficiency in developer tools, and expertise in troubleshooting integration-specific issues (API usage, build conflicts, performance impacts). This role blends advanced technical support with developer enablement and consultation, both customer-facing and when interfacing with internal engineering teams.
Core Responsibilities:
- Perform advanced troubleshooting and complex issue resolution for mobile SDK integration challenges, acting as an escalation point.
- Proactively identify problems, conduct root cause analysis, and contribute to process improvements and knowledge base enrichment.
- Collaborate closely with customer engineering teams and internal Product/Engineering teams.
- Mentor junior support engineers.
Key Requirements and Experience:
- Developer-Centric Support: Understand the software development lifecycle, mobile application architectures, build systems, and API interactions from a developer's perspective.
- Deep Mobile Security Specialization: Possess a deep understanding of Android and iOS, with specialized knowledge in mobile security (runtime application self-protection, API security, threat intelligence).
- Senior-Level Impact: Act as an escalation point, performing advanced troubleshooting, root cause analysis, and driving proactive improvements. Interface effectively with senior software engineers.
- Global Coverage through India: Work rotational shifts to support US and APAC time zones.
- Balanced Skillset: Combine strong technical skills (mobile OS, APIs, debugging tools, cloud, scripting) with critical soft skills (exceptional communication, customer empathy, problem-solving, adaptability, leadership).
Essential Technical Skills:
- Deep expertise in Android and iOS platforms, focusing on application development, integration, and debugging.
- Experience supporting SDK integration
- Strong knowledge of APIs, API debugging tools, and experience with complex integrations (e.g., SSO).
- Solid foundation in cybersecurity principles, endpoint security, cloud security, and mobile device management.
- Proficiency in relevant debugging and log analysis tools (e.g., ELK, DataDog, AWS, JIRA), and knowledge of build environments.
- Familiarity with cloud platforms (AWS/GCP) and networking fundamentals.
- Ability to reproduce and verify bug fixes and test new features.
Critical Soft Skills:
- Exceptional verbal and written communication, translating complex technical information for diverse audiences (especially other developers).
- Strong analytical, problem-solving, and critical thinking abilities.
- Customer empathy, customer advocacy, and the ability to build consultative relationships.
- Adaptability, proactivity, and a commitment to continuous learning.
- Leadership and mentorship capabilities.
Location-Specific Details:
- India (Hyderabad / Bangalore).
- Requirement for rotational shifts to support US/APAC time zones.
Education Requirements:
- Bachelor's degree in Computer Science, IT, or related engineering field.
- Generally 5 to 8 years in a technical support or engineering role.
