Customer Engineer

Customer Enablement Engineer – Mexico (Mexico City) Summary The Enablement Engineer (EE) supports prospects, partners, and customers during pre-sales, trials, onboarding, and upsell activities. This role works closely with Sales and Service Delivery to show the company's value, remove technical obstacles, and help customers succeed throughout their lifecycle. - Introduce & Demonstrate Company to Prospects & Partners Define & Confirm Technical Requirements for Trials, POVs, & Onboarding Lead POVs & Ensure Technical Success Support Adoption & Upsells through Onboarding, Training, & New Product Introductions Represent Customer Needs Internally with Product, Sales, & Service Delivery Teams Areas of Responsibility Pre-Sales, Trials, Training, Onboarding, Partner Enablement, Upsell Enablement, POV Leadership Direct Report Head of Enablement Engineering Key Responsibilities Domain Expert - Deliver Company Demos & Technical Presentations Train Partners & Sales Teams on Product Positioning & Technical Usage Maintain CDA Templates, RFP Materials, & Enablement Assets Represent Company at Partner Events, Webinars, & Industry Sessions Test Company Features, Report Bugs, & Provide Feedback to Improve Product Quality Scope & Pre-Sales Engagement - Document Customer Technical Requirements in HubSpot Create & Review Scopes for Trials & POVs with Leadership Ensure Required CRM Fields are Accurate & Up-to-Date Proof-of-Value (POV) Leadership - Lead POV Kickoff Meetings & Align on Goals & Expectations Register & Manage POVs on Totango Coordinate with SDEs for Technical Setup Run POV Workshops & Final Review Sessions Stay Engaged with Prospects During Trials & Escalate Issues when Needed Sales & Upsell Support - Support Sales Representatives by Verifying Quote Scope when Needed Join Pricing or Commercial Discussions when Technical Scope Impacts Strategy Explain Company's Technical Value During Customer Meetings Support Upsell Trials & new Product Enablement Onboarding & Go-Lives - Lead Onboarding Kickoffs, Workshops, & Training Sessions Track Onboarding Progress in Totango Work with SDEs During Go-Lives (Lead Complex Cases & Support Standard Ones) Promote the Enablement Function - Create Training Materials & Onboarding Content Deliver Ongoing Enablement for Partners & Resellers Acts as a Trusted Technical Contact for Customers Adopting New Features Handoff Model with Service Delivery - Trials: EE defines scope, leads workshops, and manages customer engagement. SDE handles technical setup and tickets. Onboarding: EE leads kickoffs and workshops. SDE takes long-term technical ownership afterward. Go-Lives: EE supports selected key accounts. SDE leads standard go-lives. SDETL supports escalations. Requirements Core Technical & Domain Skills - Strong Understanding of Mobile Application Architecture (APIs, SDKs, Client-Server) Experience with Mobile Security Concepts (Encryption, Authentication, Runtime Protection) Ability to Analyze Application Behavior Logs, Debuggers, & Monitoring Tools Familiarity with SaaS Platforms, Subscriptions, & Feature-Based Licensing Experience Supporting Trials, Proofs-of-Concept, or Technical Evaluations Pre-Sales & Enablement Skills - Ability to Translate Business Needs into Technical Solutions Experience Leading Demos, Workshops, & Training Sessions Ownership of Technical Success During Trials, POVs, & Onboarding Comfortable Acting as a Technical Expert in Sales Conversations Ability to Support Upsells by Aligning Technical Values with Customer Needs Customer & Partner Engagement - Experience Working with Partners, Resellers, or System Integrators Ability to Work with Sales, Product, Engineering, & Customer Success Teams Strong Customer Advocacy Skills & Ability to Influence Internal Teams Comfortable Handling Escalations & Executive-Level Discussions