Customer Support Engineer

Lookout, Inc. is the endpoint to cloud security company purpose-built for the intersection of enterprise and personal data. We safeguard data across devices, apps, networks and clouds through our unified, cloud-native security platform — a solution that's as fluid and flexible as the modern digital world. By giving organizations and individuals greater control over their data, we enable them to unleash its value and thrive. Lookout is trusted by enterprises of all sizes, government agencies and millions of consumers to protect sensitive data, enabling them to live, work and connect — freely and safely. To learn more about the Lookout Cloud Security Platform, visit www.lookout.com and follow Lookout on our blog, LinkedIn and Twitter.

About the Job

Lookout is seeking to add a seasoned Support Engineer to join a growing team that provides Technical Services for Lookout’s Mobile Endpoint Security solution. You will work closely with our growing list of Enterprise Customers as well as Partners, Sales Engineers, Development Engineering and Product Management towards the successful integration, deployment, operation and ongoing support of Lookout Mobile Endpoint Security.  You will serve as a Lookout technical leader by demonstrating excellence in the debug, analysis, and overall approach in the isolation and characterization of complex technical issues, driving them towards resolution with Engineering and Product Management.  Lookout’s cloud-based architecture, security intelligence, and the talented team that drives them will provide you an environment where you will continually learn new things and challenge your skills.

Responsibilities

• Provide advanced support of Lookout’s Mobile Endpoint Security solution enabling success of Lookout customers, partners, Lookout’s Global Support organization, and the Lookout Sales Engineering organization.
• Serve as the technical lead on assigned accounts ensuring the success of product integration, evaluation, production deployment, and ongoing product support.
• Provide Escalation Management from both a Technical and Customer Satisfaction perspective for critical MES related issues escalated into Lookout Customer Support.
• Identify, document, and influence implementation of product supportability features and enhancements through the Product Management and Development Engineering organizations.

Desired Qualifications

• 10(+) years of experience supporting software products for large Enterprise or Service Provider customers.
• Demonstrated ability to replicate, characterize, and articulate complex technical issues.
• Understanding of Enterprise Mobility Management (MDM, MAM) Solutions
• Understanding of Security information and event management (SIEM) Solutions
• Working knowledge of Android & iOS mobile operating systems
• Strong analytical, debugging, and communication skills
• Strong interpersonal and organizational skills
• Working knowledge of IP networking infrastructure and associated protocols
• Working knowledge of Linux
• Working knowledge of WiFi Access technologies
• Experience with SaaS cloud-based platforms a plus
• Experience with Security Products a plus
• BSCS, BSCE or equivalent experience required.

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