Service Delivery Engineer

Description Halcyon Labs ’s mission is to protect every mobile app in the world and the people who use mobile apps in their lives and at work. Halcyon Labs provides mobile brands with the only patented, centralized, data-driven Mobile Cyber Defense Automation platform, delivering rapid no-code, no-SDK mobile app security, anti-fraud, anti-malware, anti-cheat, anti-bot implementations, configuration as code ease, Threat-Events™ threat-aware UI/UX control, ThreatScope™ Mobile XDR, and Certified Secure™ DevSecOps Certification in one integrated system. With Halcyon Labs , mobile developers, cyber and fraud teams can accelerate delivery, guarantee compliance, and leverage automation to build, test, release, and monitor the full range of cyber, anti-fraud, and other defenses needed in mobile apps from inside mobile DevOps and CI/CD pipeline. Leading financial, healthcare, m-commerce, consumer, and B2B brands use Halcyon Labs to upgrade mobile DevSecOps and protect Android & iOS apps, mobile customers, and mobile businesses globally. Today, Halcyon Labs ’s customers use their platform to secure over 50,000+ mobile apps with protection of over 1B mobile end users projected. At Halcyon Labs , we make mobile app security and delivery fast, easy, and scalable. Our platform empowers mobile teams to build, secure, and release apps without coding, enabling organizations to accelerate innovation while maintaining the highest levels of protection and performance. Role Overview We are looking for a Service Delivery Engineer (SDE) to play a critical role in delivering a seamless technical experience for both prospective and existing customers. This role sits at the intersection of support, customer success, and technical delivery. As an SDE, you will be the first line of response for technical inquiries, own resolution of support issues, and serve as a trusted technical partner throughout the customer lifecycle—from trial and onboarding to ongoing account management and optimization. What You’ll Do Support & Technical Delivery 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. Prospect Engagement 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. Customer & Account Management Manage assigned customer accounts post-onboarding. Keep customers aligned to current Halcyon Labs engines and best practices. Track health in Totango, aiming for portfolio health above 90%. Drive CSAT engagement, requesting reviews and targeting 100% satisfaction. Onboarding & Go-Lives Partner with Enablement for onboarding. Enablement leads kickoff/workshops; SDE manages ongoing technical account responsibilities. Actively participate in customer go-lives. For selective named high-stakes accounts, EE leads with SDE support. For standard accounts, SDE leads delivery. Use Halcyon Labs product and new features with a critical eye, raise bugs, provide feedback, and suggest improvements to ensure product quality. Promote Service Delivery Function Maintain account health reporting and technical updates. Advocate for customer needs internally by logging structured tickets and sharing patterns with leadership. Definition of Service Delivery “Service Delivery” includes ticket resolution, technical setup, onboarding support, go-lives, technical account management, and portfolio health for both prospects and customers. Handoff Model with Enablement and SDETL Trials: SDE owns trial team setup and support tickets, while EE leads trial definition and workshops. SDETL provides escalation support. Onboarding: EE leads kickoff/workshops. SDE assumes ongoing account management. Go-Lives: SDE leads streamlined go-lives, supports EE in selective named accounts. SDETL provides escalation and oversight. Requirements: 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 S