Service Delivery Engineer

Descrição:

Service Delivery Engineer - LATAM 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. The ideal candidate should be a master problem solver with hands-on technology, able to instill trust and confidence in their knowledge of our product and their ability to investigate and (re)solve technical hurdles to successfully deploy our security inside mobile apps. This individual will guide customers through the process of using our platform to secure their mobile apps and support them with answers to technical questions and help resolve conditions and incidents. Responsibilities : Work closely with the local sales team to help educate customers about our security 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 the company. 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. Qualifications : MUST HAVE 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 devices, network appliances, and other devices or application logs showing network calls, APIs, systems, applications, 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. Diligence and the ability to prioritize tasks. Native or bilingual proficiency in Portuguese. Full professional proficiency in English, written and verbal. Located within the LATAM region. SHOULD HAVE / PREFERRED Experience with Linux Mac OS X. Professional proficiency in Spanish, written and verbal. BIG PLUS : Experience in mobile app development and frameworks (Android and iOS devices, dev environments for mobile apps), preferably with consumer-facing apps. Há 1 dia