Service Delivery Engineer

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Take ownership of and resolve incoming tickets in both Zendesk and FAC systems.

• Acknowledge support requests within the Service Level Agreement (SLA) time frame of 1 hour.

• Gather logs, crash traces, and steps to reproduce issues for thorough investigations.

• Validate engineering updates, implement fixes, and confirm that resolutions are effective.

• Create and oversee trial teams in FAC during Proof of Value (POV) phases.

• Manage the technical setup during trials and address any support tickets that arise.

• Escalate complex issues to engineering only after conducting a comprehensive investigation.

• Manage customer accounts assigned to you after the onboarding process is completed.

• Ensure customers are aligned with the latest Appdome engines and adhere to best practices.

• Monitor health metrics in Totango, aiming for a portfolio health score exceeding 90%.

• Drive Customer Satisfaction (CSAT) engagement, seeking reviews and striving for 100% satisfaction.

• Collaborate with the Enablement team for onboarding and actively contribute to customer go-lives.

⛳️ Requirements

• Strong comprehension of web technologies such as SSL/TLS, RESTful APIs, Web Application Firewalls (WAFs), and authentication protocols (OAuth, SAML, SSO).

• Proficient in scripting languages, especially Bash and Python, for the purpose of automation and tooling.

• Comfortable utilizing command-line tools and navigating Unix/Linux environments.

• Experience within mobile application ecosystems (iOS and/or Android), including application security and distribution processes.

• Familiar with security principles and best practices, including application security, identity management, and vulnerability assessment.

• Proven track record in Technical Account Management, supporting enterprise clients across diverse technical landscapes.

• Demonstrated capability to manage intricate customer relationships and achieve measurable success outcomes.

• Excellent troubleshooting and debugging abilities, with the capacity to investigate complex issues spanning infrastructure, applications, and security layers.

• A Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline, or equivalent practical experience.

• Willingness to travel to customer sites and industry conferences as necessary.

• Ability to articulate complex technical concepts clearly to both technical and non-technical audiences in English and Spanish.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities

• Options for remote work