We are hiring an experienced Service Delivery Engineer for Latin America.
You will provide resolutions for technical and product issues while communicating and building trust and relationships with our customers.
Responsibilities
· Working closely with the local sales team to help educate customers about the Appdome platform
· Onboard new customers in the assigned segment, including initial customer engagement and identification of desired outcomes.
· Build and maintain strong, long-lasting customer relationships.
· Deliver and own the technical customer experience with Appdome
· Own, troubleshoot, and solve customer technical issues.
· Identify cases that require escalation (either technically or strategically)
· Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience.
· Update our internal databases with information about technical issues and useful discussions with customers.
· Identify, organize and perform customer trainings
· Inform customers about new features and functionalities.
· Solicit feedback from customers, including satisfaction surveys and input on product features.
· Identify expansion sales opportunities.
#LI-Hybrid
The ideal candidate should be a master problem solver of hands-on technology, able to instill trust and confidence in their knowledge of the Appdome product and their ability to investigate and (re)solve technical hurdles to successfully deploying Appdome security inside mobile apps. This individual will guide customers through the process of using Appdome to secure their mobile apps and support them with answers to technical questions and help resolve conditions and incidents.
MUST HAVE:
· 5 Years of experience in customer support or technical support roles in a high-tech environment
· Bachelor’s degree in engineering or related field.
· Genuine desire to work with customers.
· Clear ability to instill trust and confidence with Customers, answering questions, resolving configuration options, etc.
· Skilled in SaaS, Pre-Sales, Software Documentation, and Information Security
· Strong Analytical skills, with the ability to translate data into insights.
· Ability to capture, read and understand mobile device, network appliance, and other device or application logs showing network calls, APIs, system, application, or network errors, etc.
· Great communication and presentation skills.
· An expert at searching the web to look for solutions and information.
· Self-learner with a tenacious curiosity
· Ability to prioritize tasks
· Diligent
· Native or bilingual proficiency in Spanish or Portuguese
· Full professional proficiency in English, written and verbal
· Located in LATAM, preferred.
SHOULD HAVE / PREFERRED:
· Experience with Linux – Mac OS X
· Professional proficiency in Spanish, written and verbal, a plus
· BIG PLUS: Experience in mobile app development and frameworks (Android and iOS devices, dev environments for mobile apps), preferably with consumer-facing apps
Company Overview
Appdome, the mobile app economy’s one-stop shop for mobile app defense, is on a mission to protect every mobile app in the world and the people who use mobile apps in their lives and at work. Appdome provides the mobile industry’s only mobile application Cyber Defense Automation platform, powered by a patented artificial-intelligence based coding engine, Threat-Events™ Threat-Aware UX/UI Control and ThreatScope™ Mobile XDR. Using Appdome, mobile brands eliminate complexity, save money, and deliver 300+ Certified Secure™ mobile app security, anti-malware, anti-fraud, MOBILEBot™ Defense, anti-cheat, MiTM attack prevention, code obfuscation, and other protections in Android and iOS apps with ease, all inside the mobile DevOps and CI/CD pipeline. Leading financial, healthcare, mobile games, government, and m-commerce brands use Appdome to protect Android and iOS apps, mobile customers, and mobile businesses globally. Today, Appdome's customers use the platform to secure over 50,000+ mobile apps and with protection of over 1B mobile end users.
