Lead Technical Support Engineer in United States at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Lead Technical Support Engineer in United States.
This is a senior, customer-facing technical leadership role focused on supporting advanced mobile SDK and embedded solutions within a global location technology platform. You will act as a trusted technical advisor for enterprise customers, helping them integrate, troubleshoot, and optimize complex SDK-based applications across mobile and embedded environments. The role sits at the intersection of engineering, customer success, and product support, requiring deep technical expertise and strong communication skills. You will diagnose and resolve high-impact production issues, often involving native mobile stacks and cloud services, while ensuring long-term customer success. Acting as an escalation point for complex technical challenges, you will also influence product improvement through customer insights and cross-functional collaboration. This position is ideal for a problem-solver who thrives in high-stakes environments and enjoys working closely with both customers and engineering teams.
- Serve as the primary technical escalation point for complex customer issues involving mobile SDKs, embedded systems, and cloud-based location services.
- Diagnose, reproduce, and resolve high-severity production issues across Android, iOS, Flutter, and embedded platforms.
- Analyze logs, crash reports, stack traces, and system behavior to identify root causes and define long-term corrective actions.
- Guide customers through SDK integration, architecture decisions, and best practices to ensure successful adoption of location technologies.
- Collaborate with engineering and product teams to escalate issues, influence fixes, and improve product reliability and performance.
- Lead customer-facing technical discussions, training sessions, and deep-dive workshops to improve adoption and understanding.
- Translate customer feedback into actionable insights to drive continuous improvement across products, tools, and processes.
- Manage multiple high-priority escalations simultaneously while ensuring timely and high-quality resolution outcomes.
- 5+ years of experience in mobile application development or technical support for SDKs, APIs, or cloud services.
- At least 2+ years in a customer-facing technical support or solutions engineering role.
- Strong expertise in Android, iOS, and cross-platform frameworks such as Flutter, including debugging native (C/C++) stack traces and crash logs.
- Deep understanding of SDK architecture, mobile development lifecycles, and system integration patterns.
- Strong knowledge of RESTful APIs, cloud services, and backend integration concepts.
- Experience working with embedded systems or automotive environments is highly preferred.
- Familiarity with mapping technologies such as GPS, routing, geocoding, and navigation systems.
- Strong analytical and problem-solving skills with a structured approach to root cause analysis.
- Excellent communication skills with the ability to explain complex technical issues clearly to customers and stakeholders.
- Proven ability to manage multiple priorities, drive escalations to resolution, and operate effectively in fast-paced environments.
- Experience running technical workshops, training sessions, or knowledge-sharing initiatives is a plus.
- Competitive base salary ranging from 115,000 to 125,000 USD, plus eligibility for annual performance bonus
- Comprehensive medical, dental, and vision insurance coverage
- Retirement savings plans including 401(k) options
- Paid time off, leave policies, and flexible work arrangements
- Fully remote role within the United States
- Professional development and learning opportunities
- Exposure to cutting-edge location and mapping technologies
- Inclusive, globally distributed work environment focused on innovation and impact