Appdome

Engineer

• 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.

Service Delivery Engineer