About Us
DoveRunner is looking for a Technical Support Engineer to join us in Indonesia.
About DoveRunner: DoveRunner is a leading provider of cloud-based SaaS solutions for multimedia content and application security, including multi-DRM, forensic watermarking, anti-piracy, and mobile app protection. We are dedicated to delivering innovative solutions that protect digital content for OTT platforms, educational services, and other industries. Our multi-DRM service is globally recognized for its reliability and comprehensive feature set, built on AWS cloud infrastructure.
Role Overview – Technical Support (AOS & iOS AppSealing)
You need to provide technical support for mobile app security solutions on Android and iOS. Work closely with developers and customers to troubleshoot issues, analyse logs, and resolve bugs. Help integrate security features, reproduced technical problems, and contributed to improving product quality through detailed feedback and documentation.
What you will do
- Investigate and resolve complex technical issues that require deeper analysis.
- Work closely with developers and security engineers to diagnose software defects and product bugs. Perform in-depth log analysis and debugging of security solutions integrated into mobile applications.
- Assist customers in configuring security features, SDK integrations, and troubleshooting runtime security issues.
- Reproduce customer-reported issues in a test environment to provide accurate resolutions.
- Provide detailed reports on recurring issues and contribute to product improvements.
- Develop and update technical documentation and troubleshooting guides.
It must be you if you had
- Basic knowledge of mobile app development (Android/iOS), including familiarity with programming languages like Java, Kotlin, Swift, or Objective-C.
- 2-4 years of experience in technical support, preferably in cybersecurity, mobile security, or SaaS-based environments.
- Familiarity with security frameworks and standards (OWASP Mobile Top 10, SSL/TLS, etc.).
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- Experience with troubleshooting tools such as log analysers, debugging tools, and packet capture utilities.
- Proficiency with ticketing systems (JIRA, Zendesk, ServiceNow) and customer support platforms.
- Strong problem-solving and analytical skills with excellent verbal and written communication.
- Ability to work in a fast-paced environment and collaborate with cross-functional teams.