Service Delivery Engineer, EMEA - Spain

📋 Description

• Take ownership of and resolve incoming technical support inquiries from both prospects and existing customers.

• Address questions within established service level agreements (SLAs) and ensure issues are effectively resolved.

• Analyze logs, crash reports, and reproduction steps to troubleshoot complex problems.

• Collaborate with engineering teams to escalate and resolve advanced technical challenges.

• Assist potential customers during evaluation stages (Proofs of Concept/trials).

• Set up and oversee technical environments to guarantee successful trial experiences.

• Guide prospects through technical setups and provide real-time troubleshooting assistance.

• Collaborate with Enablement teams to facilitate onboarding and implementation processes.

• Contribute to successful customer go-lives by ensuring readiness from a technical standpoint.

• Lead technical delivery for standard implementations and support strategic deployment initiatives.

• Serve as the technical point of contact for a portfolio of customer accounts following onboarding.

• Offer ongoing guidance regarding best practices and product functionalities.

• Monitor account health and proactively address potential risks or opportunities.

• Enhance customer satisfaction through prompt support and engagement.

• Identify product deficiencies, bugs, and potential areas for improvement.

• Provide structured feedback to product and engineering teams.

• Advocate for customer requirements and assist in enhancing overall service.

⛳️ Requirements

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

• Proficient in scripting languages, especially Bash and Python, for automation and tooling purposes.

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

• Experience with mobile application ecosystems (iOS and/or Android), including app security and distribution workflows.

• Familiarity with security concepts and best practices, including application security, identity management, and vulnerability assessment.

• Proven track record in Technical Account Management, assisting enterprise customers across diverse technical environments.

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

• Strong troubleshooting and debugging abilities, with the capacity to investigate multi-layered issues across infrastructure, application, and security layers.

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

• Willingness and ability to travel to customer locations and industry conferences as required.

🏝️ Benefits

• Flexible work arrangements.

• Professional development opportunities.