Technical Support Engineer for the Account Security products (Authy, Lookups, Verify) *Provide support to premium customers, such us Twitch and MercadoLibre, as well as developers and end-users. *Provide with the assistance the customers need to be successful in developing their projects. *Provide advice to customers on how to use our products with an efficient and user-friendly focus. *Work closely with engineering and sales teams in order to provide customers and users with real-time answers and solutions to their issues.

* Support and seek to understand customer requests around the world. * Diagnose support requests and identify solutions. Investigate unclear requests. Search for answers in internal documentation and resources.* Troubleshooting* Linux terminal/bash terminal* Access the robot remotely via ssh * Build positive relationships with customers. Communicate through email/text and phone conversations.* Service and support robots, both remotely and on-site at locations in the field.

* Interface with distributors and deployment teams to create and deliver customized cleaning plans and solutions for customers* Develop and implement cleaning plans that allow the robot to perform its cleaning with efficiency* Plan, design and implement applications/scripts to reduce the processing time (creating cleaning plans)* Assign requests to the CPG drafter best suited to complete the task.* Participate in testing new versions of the software and provide suggestions for improvement* Consult best practices documents and manuals to resolve client issues* Help with general software development tasks as necessary (testing frameworks, etc)* Actively review and resolve JIRA tickets assigned to the Cleaning Plan Generation (CPG) team* Validation, Assignment, Feedback.

* Simulate and analyze every traffic scenario propose by the team using Matlab and Python.* Identify required traffic scenarios.* Functional requirements