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