Role Overview

As a Development Support Engineer, you will play a crucial role in bridging the gap between our development teams and customers. Your focus will be on providing technical support, resolving complex issues, and ensuring the smooth delivery of our solutions. You will also assist customers and partners in leveraging our SDKs and APIs to build custom solutions and integrations. This is a hands-on, customer-facing role that requires a mix of technical expertise, communication skills, and a passion for problem-solving.

Key Responsibilities

Technical Support & Mobile Troubleshooting

• Provide expert-level support to customers and internal teams, diagnosing and resolving complex issues related to our hardware, software and iOS/Android mobile application integrations.

SDK and API Support:

• Guide customers and partners in using Safetrust SDKs and APIs to develop, integrate, and customize solutions. 
• Assist with troubleshooting implementation issues and act as the technical liaison for integration partners to ensure seamless deployment.

Cross-Functional Liaison:

• Act as a critical communication bridge between Engineering, QA, and Product teams. 
• Proactively obtain deep technical information regarding bugs and system behaviors from developers and QA to relay high-level, actionable insights to the Product team for roadmap planning.

Proactive Feature Readiness:

• Stay ahead of the engineering release cycle through self-motivated research and testing. 
• Independently learn and validate new features from a customer perspective, ensuring they are thoroughly tested and documented before reaching the client.

Knowledge Sharing & Documentation:

• Create and maintain high-quality technical documentation, including SDK/API guides, troubleshooting FAQs, and internal knowledge base articles to empower both customers and team members.

Development Collaboration:

• Work closely with engineering teams to identify, reproduce, and resolve system-level issues. 
• Build scripts and tools to automate repetitive support and deployment tasks to enhance overall team efficiency.

Customer Success & Training:

• Serve as a technical advisor, helping customers optimize Safetrust products within their unique ecosystems. 
• Conduct technical training sessions for customers and internal teams to ensure a deep understanding of evolving solutions.

Qualifications

Required:

• Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent experience.
• 2+ years of experience in a technical support, development, or engineering role.
• Proficient in scripting languages (Python, Bash, etc.).
• Strong understanding of APIs (REST, JSON, etc.) and experience with API integration and testing tools like Postman.
• Familiarity with SDKs, including implementation and debugging.
• Mobile expertise: Experience or exposure to iOS and Android mobile application building and the ability to troubleshoot/debug mobile codebases.
• Experience with debugging hardware and software interactions.
• Familiarity with embedded systems, IoT devices, or access control systems is a plus.
• Understanding of network protocols and system integrations.
• Strong written English is essential for documentation and communication.
• Spoken English is ideal to effectively engage with customers and team members.
• Problem Solving: Proven ability to troubleshoot and solve complex technical problems under pressure.
• Communication: Strong verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.
• Team Player: Collaborative attitude with a proactive approach to solving cross-functional challenges.

Nice to Have (Not Required):

• Experience with Safetrust products or similar secure access technologies.
• Knowledge of agile development practices.
• Hands-on experience with electronics or testing embedded devices.