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