Fulltime
Bangalore
About Doverunner
Doverunner is a leading cybersecurity company specializing in advanced application security, mobile protection, and threat mitigation solutions for digital-first businesses. We work with enterprises across BFSI, Gaming, Fintech, and O2O ecosystems to secure applications, transactions, and customer trust at scale.
Role Overview
We are looking for a customer-focused Technical Support Engineer to provide L1/L2 support for our application security and digital protection solutions. In this role, you will troubleshoot complex technical issues involving APIs, SDKs, cloud services, and application integrations while working closely with customers and cross-functional engineering teams. You will be responsible for ensuring timely issue resolution, delivering exceptional customer experience, and supporting product implementations and deployments. The role also involves technical demonstrations, root cause analysis, and continuous improvement of support processes and documentation. This is an excellent opportunity for professionals passionate about solving technical challenges in a fast-paced SaaS and cybersecurity environment.
Roles & Responsibilities
Provide L1/L2 technical support to customers via email, chat, ticketing systems, and virtual meetings.
Guide customers through product onboarding and assist with the successful integration of DRM solutions into Web, Android, and iOS applications.
Assist customers with API, SDK, player, and DRM integration, including license token generation, authentication, and playback configuration.
Investigate, troubleshoot, and resolve application, API, SDK, DRM, and integration-related issues.
Analyze browser developer tools, application logs, network traffic, and API requests to identify and resolve playback and integration issues.
Reproduce customer issues in test environments and collaborate with Engineering teams to drive timely resolutions.
Support customers in using Linux-based packaging tools and DRM packaging workflows for content preparation and testing.
Partner proactively with the Customer Success team to ensure a seamless onboarding experience, drive product adoption, and maximize customer satisfaction.
Conduct technical product demonstrations, proof-of-concept (POC) sessions, technical workshops, and customer enablement activities.
Create and maintain technical documentation, integration guides, troubleshooting guides, FAQs, and knowledge base articles.
Collaborate closely with Product, Engineering, QA, DevOps, and Customer Success teams to improve product quality and customer experience.
Participate in customer meetings to understand technical requirements and provide implementation guidance and best practices.
Identify recurring technical issues and provide product improvement feedback to Engineering teams.
Act as the primary technical point of contact for customer escalations and coordinate cross-functional teams to drive issue resolution.
Track support KPIs, maintain high customer satisfaction, and ensure timely response and resolution of customer requests.
Required Skills
Technical Skills
Strong understanding of REST APIs, HTTP/HTTPS, JSON, XML, and API authentication mechanisms such as OAuth, JWT, and API Keys.
Good knowledge of Linux/Unix operating systems and command-line tools.
Experience troubleshooting web applications, backend services, APIs, SDKs, and client integrations.
Hands-on experience debugging Web, Android, and iOS applications using Chrome Developer Tools, Android Studio, and Xcode.
Experience troubleshooting browser-based applications, network requests, and media playback issues.
Working knowledge of one or more programming languages such as Python, Java, or JavaScript for debugging, scripting, and troubleshooting.
Familiarity with Git and software development workflows.
Basic understanding of SQL and database troubleshooting.
Experience using API testing tools such as Postman.
Exposure to cloud platforms such as AWS is preferred.
Familiarity with ticketing tools such as Jira, ServiceNow, Zendesk, or similar platforms.
Basic understanding of DRM technologies (Widevine, PlayReady, FairPlay) and video content encryption is an advantage.
Preferred Technical Knowledge
Good understanding of software architecture and client-server applications.
Good understanding of video codecs (H.264, H.265/HEVC, VP9, AV1) and media formats.
Good understanding of video streaming technologies including HLS, MPEG-DASH, CMAF, and adaptive bitrate streaming.
Familiarity with browser-based media playback technologies and developer tools.
Hands-on experience using Postman or similar API testing tools.
Familiarity with Linux-based media packaging tools such as Shaka Packager or similar CLI tools.
Hands-on experience with log analysis tools such as OpenSearch, Elasticsearch, Kibana, or similar platforms.
Basic understanding of AWS services such as Amazon S3, CloudFront, Lambda, and CloudWatch.
Knowledge of DRM technologies (Widevine, PlayReady, FairPlay), content protection, and video encryption is a strong advantage.
Soft Skills
Excellent analytical and troubleshooting skills.
Strong verbal and written communication skills in English.
Customer-centric mindset with the ability to explain technical concepts clearly to both technical and non-technical audiences.
Strong ownership and accountability.
Ability to work independently as well as collaboratively in a cross-functional environment.
Excellent documentation and knowledge-sharing skills.
Strong presentation and customer-facing communication skills.
Qualifications
Bachelor’s or Master’s degree in Computer Science, Information Technology, Electronics, or a related field.
5–10 years of experience in Technical Support, Customer Engineering, Application Support, Solution Engineering, or Software Support.
Experience supporting SaaS products, APIs, SDKs, or enterprise software platforms.
Experience working directly with customers during onboarding, integration, implementation, or technical consulting is preferred.
Nice to Have
Experience working with Agile development teams.
ITIL Foundation certification or equivalent is a plus.
AWS Certified Cloud Practitioner or AWS Associate-level certification is a plus.
