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 Hub Spot
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