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Tech Stack
Tools & technologiesAndroidFirewallsiOSLinuxPythonUnix
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Health insurance
- Flexible work arrangements
- Professional development
- Remote work options
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
BashPythonSSL/TLSRESTful APIsWeb Application Firewalls (WAFs)OAuthSAMLSSOapplication securityvulnerability analysis
Soft Skills
troubleshootingdebuggingcustomer relationship managementcommunicationproblem-solvingcollaborationcustomer satisfactioninvestigationtechnical account managementengagement