Service Delivery Engineer – Remote

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

📋 Description

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

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

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

• Validate updates from engineering, apply necessary fixes, and confirm that issues are resolved.

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

• Manage the technical setup during trials and address support tickets effectively.

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

• Manage assigned customer accounts following the onboarding process.

• Ensure customers are informed about the latest Appdome engines and best practices.

• Monitor customer health in Totango, striving for a portfolio health percentage above 90%.

• Enhance Customer Satisfaction (CSAT) engagement by soliciting reviews and aiming for 100% satisfaction.

• Collaborate with Enablement to facilitate onboarding.

⛳️ 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 using command-line tools and Unix/Linux environments.

• Experience with mobile application ecosystems (iOS and/or Android), along with knowledge of app security and distribution processes.

• Familiarity with security concepts and best practices, such as application security, identity management, and vulnerability analysis.

• Proven track record in Technical Account Management, supporting enterprise clients across various technical environments.

• Demonstrated capability in managing intricate customer relationships and achieving measurable success outcomes.

• Strong troubleshooting and debugging skills, with the ability to analyze multi-layered issues across infrastructure, application, and security layers.

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

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

• Excellent communication skills for conveying complex technical concepts clearly to both technical and non-technical audiences in English and Spanish.

🏝️ Benefits

• Health insurance

• Stock options