Service Delivery Engineer (Remote - Argentina) at Appdome

Argentina

At Appdome, we make mobile app security and delivery fast, easy, and scalable. Our platform empowers mobile teams to build, secure, and release apps without coding, enabling organizations to accelerate innovation while maintaining the highest levels of protection and performance. Role Overview We are looking for a Service Delivery Engineer (SDE) to play a critical role in delivering a seamless technical experience for both prospective and existing customers. This role sits at the intersection of support, customer success, and technical delivery. As an SDE, you will be the first line of response for technical inquiries, own resolution of support issues, and serve as a trusted technical partner throughout the customer lifecycle—from trial and onboarding to ongoing account management and optimization. What You’ll Do Support & Technical Delivery 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. Prospect Engagement 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. Customer & Account Management 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. Onboarding & Go-Lives Partner with Enablement for onboarding. Enablement leads kickoff/workshops; SDE manages ongoing technical account responsibilities. Actively participate in customer go-lives. For selective named high-stakes accounts, EE leads with SDE support. For standard accounts, SDE leads delivery. Use Appdome product and new features with a critical eye, raise bugs, provide feedback, and suggest improvements to ensure product quality. Promote Service Delivery Function Maintain account health reporting and technical updates. Advocate for customer needs internally by logging structured tickets and sharing patterns with leadership. Definition of Service Delivery “Service Delivery” includes ticket resolution, technical setup, onboarding support, go-lives, technical account management, and portfolio health for both prospects and customers. Handoff Model with Enablement and SDETL Trials: SDE owns trial team setup and support tickets, while EE leads trial definition and workshops. SDETL provides escalation support. Onboarding: EE leads kickoff/workshops. SDE assumes ongoing account management. Go-Lives: SDE leads streamlined go-lives, supports EE in selective named accounts. SDETL provides escalation and oversight. 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. Nice to have: Experience working with SIEM, MDM, or mobile security platforms. Familiarity with customer success platforms Prior experience in a SaaS or cybersecurity environment. Exposure to CI/CD pipelines, DevSecOps practices, or SDK integrations. NOTE: Please submit your resumes in English Language only. Thank you! At Appdome, we celebrate differences and are committed to a diverse workplace that fosters inclusion and psychological safety for all employees. Appdome is proud to be an equal opportunity employer and expressly prohibits any form of workplace discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other legally protected characteristics. All your information will be kept confidential according to EEO guidelines. The role is not eligible for Immigration Sponsorship. Please note that we will not sponsor applicants for work visas for this position. Requirements null