Senior Support Engineer
The Senior Support Engineer at AppsFlyer is a pivotal role within the Israel-based support team, focusing on delivering exceptional service to both English and Hebrew-speaking customers. This position involves independently managing complex technical and customer-facing issues, while also contributing to the evolution of AI-enabled support workflows. The ideal candidate is a hands-on problem solver with strong communication skills in both languages, capable of elevating team performance and collaborating closely with leadership to enhance internal tools and support processes.
Key responsibilities include taking full ownership of intricate technical and product-related support cases, providing high-quality assistance through written and live interactions, and effectively handling ambiguous or high-impact issues with minimal supervision. The role also entails acting as a senior point of contact for escalations and sensitive customer situations, mentoring team members by sharing knowledge and setting high standards for case handling, and utilizing AI-based and internal tools to improve support efficiency. Additionally, the Senior Support Engineer will collaborate with Product, R&D, Customer Success, and other internal teams to resolve issues and enhance the overall customer experience.
Applicants should have over five years of experience in technical support or similar customer-facing technical roles within a SaaS or technology environment. Essential skills include strong troubleshooting and problem-solving abilities, advanced SQL skills for complex query writing, experience with logs and deep technical data analysis, and proficiency in working with APIs, including reading documentation and troubleshooting integrations. Excellent written and verbal communication skills in both Hebrew and English are required, along with the capacity to manage ambiguity, prioritize tasks effectively, and maintain sound judgment under pressure. A proactive, ownership-driven mindset with a focus on customer impact and comfort using AI tools in daily workflows are also important.
While specific compensation details are not provided, AppsFlyer offers a comprehensive benefits package that includes private health insurance, wellness programs, and additional perks such as events and work-from-home support. Equity options are available to all employees, enhancing the overall rewards package. The company emphasizes a culture of curiosity, diversity, and innovation, encouraging employees to challenge existing processes and contribute to the organization's growth.
AppsFlyer is a global company operating in 19 countries across five continents, reflecting a diverse and multicultural workforce. The organization values equal opportunities and promotes the recruitment of diverse talents to its global teams. Employees are encouraged to be approachable professionals, tenacious and versatile team members, and respected mentors. The company fosters an environment where employees are empowered to go all-in, providing the tools and resources needed to succeed.