Mobile Application Support Analyst

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 Realtime 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

JD: This is a hybrid position with 70 % remote and 30% customer office in Atlanta

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 Realtime 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 TestFlight 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.