Service Delivery Engineer

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Appdome

WebsiteLinkedInAll Job Openings

201 - 500 employees

Platform to automate mobile app protection in the CI/CD pipeline. Certified Secure™ mobile app security, mobile fraud prevention, anti-malware, mobile anti-bot, and anti-cheat defense. All Android & iOS apps.

📋 Description

• Own and resolve incoming tickets in Zendesk and FAC systems. • Acknowledge support requests within SLA (1 hour). • Collect logs, crash traces, and reproduction steps for investigations. • Validate engineering updates, apply fixes, and confirm resolution. • Create and manage trial teams in FAC during POVs. • Own technical setup during trials and handle support tickets. • Escalate complex issues to engineering only after thorough investigation. • Manage assigned customer accounts post-onboarding. • Keep customers aligned to current Appdome engines and best practices. • Track health in Totango, aiming for portfolio health above 90%. • Drive CSAT engagement, requesting reviews and targeting 100% satisfaction. • Partner with Enablement for onboarding and actively participate in customer go-lives.

🎯 Requirements

• Strong understanding of web technologies including SSL/TLS, RESTful APIs, Web Application Firewalls (WAFs), and authentication protocols (OAuth, SAML, SSO). • Proficient in scripting languages, particularly Bash and Python, for automation and tooling. • Comfortable working with command-line tools and 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 analysis. • Proven experience in Technical Account Management, supporting enterprise customers across multiple technical environments. • Demonstrated ability to manage complex customer relationships and drive measurable success outcomes. • Strong troubleshooting and debugging skills with the ability to investigate multi-layered issues across infrastructure, application, and security layers. • Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field and/or equivalent practical experience. • Ability and willingness to travel to customer sites and industry conferences as needed. • Ability to communicate complex technical concepts clearly to both technical and non-technical audiences in English and Spanish.

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development • Remote work options