SHIELD is a device-first fraud intelligence platform built on the world’s most persistent device identification technology across applications and platforms. Powered by SHIELD AI and patented technology (SHIELD Sentinel), SHIELD sets the global standard for device identification (SHIELD Device ID) and exposes the full range of fraud tools and techniques through more than 20 risk indicators, delivering real-time, actionable fraud intelligence across all use cases and industries worldwide. Trusted by global unicorns including inDrive, Alibaba, Deliveroo, Meesho, TrueMoney, Unico ID and OLX, SHIELD operates with teams across Los Angeles, São Paulo, London, Berlin, Jakarta, Bangkok, Bengaluru, Beijing and Singapore, advancing our mission: to eliminate unfairness and enable trust for the world. Responsibilities As a Pre-sales Engineer you will be the expert in our solutions and a trusted advisor to our clients. You will be responsible for maintaining and strengthening client relationships, as well as supporting clients through the implementation of SHIELD's solutions both pre and post sales. You will work closely with various teams both internally and externally to provide white glove service and support, such as technical & solution consultancy and quick troubleshooting. - You will drive & own the POC as a technical SPOC including implementation and onboarding as Pre-sales engineer. - You will be responsible to provide demos of SHIELD capabilities along with Sales counterpart and able to customise or data model the demo according to the clients use case. - You will act as a liaison on technical support for existing customers and product adoption for clients in line with pre-sales, post-sales and the renewal processes. - Act as Face of the company to the clients to maintain the existing relationship and continue to build the relationship with a strong trust and create value accordingly. - Work closely across the different teams in SHIELD to provide prompt and professional troubleshooting for any technical challenges faced by clients. - Ability to stand in the client's shoes and dedication to drive high level of client satisfaction while keeping company’s integrity and sanity. - Perform regular technical account reviews, product trainings and on-site visits to provide insights and analytics for clients. - Assist clients in optimising the overall solution to make customer successful using SHIELD solutions and ensure long-term success. - Be the trusted technical & solution advisor to our clients. Seek and work with the SHIELD product and engineering teams to manage clients' feature request prioritization. - Pro-actively advocate for SHIELD's product adoption by identifying opportunities in which our product can better fit with clients' needs and technology.

• Operate as a true “two-in-a-box” team with the Account Executive (AE): jointly build and execute the account plan and customer engagement strategy (stakeholders, use cases, messaging, mutual action plan), ensuring tight alignment from discovery through close • Lead high-impact customer engagements: run discovery, workshops, demos, and architecture sessions; translate requirements into secure Network Security & Cloud solution designs and clearly articulate measurable outcomes (risk reduction, compliance, efficiency) • Drive technical win plans and proof points: create and execute the technical strategy for opportunities (incl. PoCs/pilots when needed), define success criteria, coordinate internal resources, and guide deals to clear customer-aligned decisions

• Partner with Account Executives to understand customer needs and demonstrate how APILayer’s SERP and Scraping APIs solve their data challenges. • Conduct technical demos, POCs, and proof-of-value exercises, showing API integration, data accuracy, and performance. • Provide technical guidance during the sales cycle, addressing complex API, rate-limiting, or scraping scenarios. • Collaborate with product and engineering teams to resolve customer challenges and provide feedback on API improvements. • Support product launches and GTM campaigns for our SERP and Scraping APIs. • Build demo environments, tutorials, and onboarding tools for internal teams and customers. • Create technical collateral, SDK examples, and integration guides that help developers and enterprises adopt our APIs quickly. • Capture customer feedback to influence roadmap priorities, features, and GTM messaging. • Serve as a technical advocate for APILayer in internal presentations, webinars, and customer meetings. • Identify opportunities to improve both the sales process and GTM strategy for API adoption. • Stay up-to-date on search engine and web data trends, scraping techniques, and API best practices.

Role Description At ServiceRocket, we believe that learning is the engine behind customer success. As part of our Crew Member Learning Solutions Specialist, you will play a pivotal role in driving customer engagement through tailored learning and certification experiences. You will ensure that learning is seamlessly integrated into the customer journey, from onboarding to maturity. You will directly engage with customers to provide needs assessments, build training plans, and use data-driven tracking to ensure our customers aren't just using our tools, but mastering them. This is a unique opportunity to help shape the future direction of our customer education programs from the ground up. What you’ll do - Consult & Partner: Conduct comprehensive needs assessments to understand customers' business challenges and skill gaps through interviews and product usage data. - Design Custom Journeys: Create customized learning success plans for individual customers, recommending the right mix of courses, workshops, and documentation to hit their goals. - Master the Delivery: Manage the end-to-end execution of live learning activities, facilitating high-impact sessions and adapting based on real-time questions and needs. - Drive Adoption: Recommend specific strategies to increase the "learning maturity" of the customer organization, acting as a motivator and expert for technical or pedagogical questions. - Orchestrate Success: Work closely with content developers, account teams, and authorized training partners to coordinate high-impact learning experiences. - Measure Impact: Track and report on learning progress using data-driven metrics to demonstrate ROI to stakeholders. - Problem Solve: Proactively identify and resolve obstacles to customer learning success through consultative problem-solving. Qualifications - Technical Toolset Expertise: Deep understanding of the Atlassian ecosystem tool set (Jira, Confluence, JSM, etc.). - Facilitation Agility: Experienced in live training, able to improvise and adapt on the fly. - Client Mastery: 3+ years in customer-facing roles or technical experience with tools requiring training support. - Program Management: Experience in ideation, scheduling, and resource management for complex training programs. - Adult Learning Foundations: Strong proficiency in adult learning principles and performance consulting. - The "Founding" Mindset: Comfortable in a "first-of-kind" role, helping to build programs without a playbook. - Communication: Exceptional writing and presentation skills, able to articulate a vision for alignment across teams. Our Selection Process Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you to partner with. You will first meet our TA member in charge of the process, who will guide you throughout the entire journey and answer any questions you may have. Then you’ll meet the selection team and the executive of the area. Additional Information ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us . Recruiters will never request payments, ask for financial account information, or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email [email protected] . We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.