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Service Delivery Engineer Team Leader for APAC

AppDome

AppDome

Manila, Philippines
Posted on Thursday, January 25, 2024

Service Delivery Engineer Team Leader for APAC

  • Customer Success
  • Manila
  • Full-time

Description

We are hiring an experienced Service Delivery Team Leader to build and lead our APAC organization.

You will provide resolutions for technical and product issues while communicating and building trust and relationships with our customers.

Responsibilities

· Lead, Train, Hire, Manage, and Develop APAC Service Delivery Team.

· Deliver and lead the team to own the technical customer experience with Appdome

· Be a player/coach to own, troubleshoot, and solve customer technical issues.

· Approve cases that require escalation (either technically or strategically)

· Lead 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.

· Introduce customers to new features and functionalities.

· Solicit feedback from customers, including satisfaction surveys and input on product features.

· Build and maintain strong, long-lasting customer relationships leading the team to meaningfully interact with all APAC customers

- identify expansion sales opportunities within the APAC customer base

- Provide support for new logo sales opportunities.

· Work closely with the local sales team to help educate customers about the Appdome platform and manage presales trials for the region.

Requirements

The ideal candidate should be a team leader with the ability to also be a master problem solver of hands-on technology. He/she should have a track record of instilling trust and confidence in their knowledge of their previous products and the ability to investigate and (re)solve technical hurdles to achieving successful deployment. This individual will guide team members and 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 with a track record of accomplishment and promotion

· Bachelor’s degree in engineering or a related field

· 3+ years of experience hiring and leading technical teams building high morale and a positive culture

· Clear ability to summarize complex technical issues with alignment to business requirements.

· Understanding of SaaS, Pre-Sales, Software Documentation, and Information Security (mobile application security highly regarded)

· 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.

· Strong 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 and a fast worker

Should have/Preferred

· Experience with Linux, MacOS

· Experience in supporting SaaS solutions like troubleshooting, installing/updating Software applications

· Understanding of CI/CD and DevOps systems such as Jenkins

· BIG PLUS: Experience in mobile app development and frameworks (Android and iOS devices, dev environments for mobile apps), preferably with consumer-facing apps

· Experience with scripting with Python or Bash.

· Experience prioritizing critical tasks, while multi-tasking as a player and coaching team members.

- Leadership and management training with APAC hiring network to call upon.

About the company

Appdome’s mission is to protect every mobile app in the world and the people who use mobile apps in their lives and at work. Appdome provides mobile brands with the only patented, centralized, data-driven Mobile Cyber Defense Automation platform, delivering rapid no-code, no-SDK mobile app security, anti-fraud, anti-malware, anti-cheat, anti-bot implementations, configuration as code ease, Threat-Events™ threat-aware UI/UX control, ThreatScope™ Mobile XDR, and Certified Secure™ DevSecOps Certification in one integrated system. With Appdome, mobile developers, cyber and fraud teams can accelerate delivery, guarantee compliance, and leverage automation to build, test, release, and monitor the full range of cyber, anti-fraud, and other defenses needed in mobile apps from inside mobile DevOps and CI/CD pipeline. Leading financial, healthcare, m-commerce, consumer, and B2B brands use Appdome to upgrade mobile DevSecOps and protect Android & iOS apps, mobile customers, and mobile businesses globally. Today, Appdome's customers use their platform to secure over 50,000+ mobile apps with protection of over 1B mobile end users projected.

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