Job Title: Mobile Application Support Analyst
Job Summary:
Top 3 Must Haves:
Mobile Platforms: iOS (Swift), Hybrid (Ionic, Capacitor, Cordova)
Backend & API Support: RESTful APIs, GraphQL, OAuth2, JWT, Firebase Authentication (exp with a few, not all needed)
Database: SQLite, Firebase Real-time Database, Core Data, NoSQL (MongoDB)
Security & Compliance: GDPR, HIPAA, SOC 2, SSL/TLS, OAuth2, Biometric Authentication
Cloud Services: AWS Amplify, Azure Mobile Apps, Firebase, Google Cloud Functions
Role Overview:
The Mobile Application Support Analyst is responsible for monitoring, troubleshooting, and optimizing mobile applications developed using Ionic (Hybrid/Cross-platform) and Swift (iOS). This role involves incident resolution, API troubleshooting, crash analysis, performance tuning, and security monitoring. The analyst will work in an Agile, DevOps-driven environment, supporting legacy modernization, stabilization, enhancements, and performance improvements for mission-critical Freight, Rail, and Logistics applications.
Required Technical Skills:
Mobile Platforms: iOS (Swift), Hybrid (Ionic, Capacitor, Cordova)
Backend & API Support: RESTful APIs, GraphQL, OAuth2, JWT, Firebase Authentication
Database: SQLite, Firebase Real-time Database, Core Data, NoSQL (MongoDB)
CI/CD Tools: Jenkins, Fastlane, GitHub Actions, GitLab CI/CD, Azure DevOps
Monitoring & Debugging: Firebase Crashlytics, Xcode Instruments, AppDynamics, Splunk, ELK Stack
Security & Compliance: GDPR, HIPAA, SOC 2, SSL/TLS, OAuth2, Biometric Authentication
Cloud Services: AWS Amplify, Azure Mobile Apps, Firebase, Google Cloud Functions
Key Responsibilities
1. Mobile App Incident Management & Troubleshooting
Provide Level 2/3 support for mobile applications, resolving crashes, UI/UX issues, and API failures. Diagnose application crashes, performance bottlenecks, and memory leaks in Ionic and Swift-based apps. Monitor logs and errors using Firebase Crashlytics, Sentry, AppDynamics, and New Relic. Work with ITIL-based Change, Incident, and Problem Management processes (JIRA, ServiceNow, BMC Remedy).
Perform Root Cause Analysis (RCA) for recurring issues and implement permanent fixes.
2. API & Backend Integration Support
Troubleshoot RESTful and GraphQL API failures, ensuring smooth backend integration. Work on API authentication mechanisms such as OAuth, JWT, Firebase Authentication, Apple Sign-In.
Debug network issues using Charles Proxy, Postman, and API Gateway Logs (AWS, Azure API Gateway, Kong, Apigee).
3. Mobile Performance Monitoring & Optimization
Optimize CPU, memory, and battery consumption for mobile applications. Reduce app startup time, optimize rendering performance, and improve caching strategies. Work with profiling tools (Xcode Instruments, Chrome DevTools, Lighthouse) to analyze and optimize performance. Debug and fix slow response times, frozen screens, and UI glitches.
4. Crash Analysis & Log Monitoring
Investigate application crashes using Firebase Crashlytics, Xcode Debugger, and Ionic Capacitor Logs. Monitor mobile app logs using Splunk, ELK Stack, or Azure Monitor. Handle failed transactions, missing push notifications, and data sync issues.
5. Security & Compliance Management
Ensure mobile apps comply with GDPR, HIPAA, SOC 2, ISO 27001 security standards. Implement security best practices like SSL pinning, secure API calls, and biometric authentication (Face ID, Touch ID). Monitor user access and role-based authentication (RBAC, SAML, OAuth2, Firebase Auth, Azure AD).
6. CI/CD & Deployment Support
Support CI/CD pipelines for mobile apps using Fastlane, Jenkins, GitHub Actions, GitLab CI/CD, Azure DevOps. Assist in managing App Store (iOS) and Google Play Store releases, including Test Flight testing and Firebase App Distribution. Debug and resolve failed builds, rejected submissions, and signing certificate issues.
7. Cloud & Push Notification Support
Troubleshoot push notification failures using APNs (Apple Push Notification Service) and Firebase Cloud Messaging (FCM). Support cloud-based mobile services such as AWS Amplify, Azure Mobile Apps, Google Firebase. Handle real-time messaging issues, data synchronization problems, and offline mode inconsistencies.
8. Collaboration & Documentation
Work in an Agile (Scrum/Kanban) environment to provide continuous support and improvements. Maintain troubleshooting guides, issue logs, and SOPs for mobile application support.
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