Senior Support Engineer
AppsFlyer is seeking a Senior Support Engineer to join their globally distributed support team, with a focus on providing exceptional service to English-speaking customers. This role is pivotal in managing complex technical and product-related support cases, ensuring high-quality assistance across written and live interactions. The ideal candidate will be a strong hands-on problem solver and an excellent communicator, capable of working independently and collaborating effectively with cross-functional teams.
In this position, the Senior Support Engineer will take end-to-end ownership of customer technical issues, including initial troubleshooting, root cause identification, resolution, and communication. They will serve as the point of contact for customer escalations, ensuring meticulous resolution of issues. Collaboration with AppsFlyer's R&D and product teams on escalations and product enhancement requests is essential. Additionally, the role involves enriching the client knowledge base with relevant technical information, leading support improvement processes across the company, and providing product feedback and insights to the business and R&D teams. Managing various internal projects, such as training and ensuring support readiness for new feature releases, is also a key responsibility. The Senior Support Engineer will act as a technical advocate for VIP customers, working closely with the customer success and business teams.
Candidates should have over five years of experience in technical support, QA, data analysis, development, or technical account management. Proficiency in SQL querying and data management is required, along with knowledge of at least one programming language. Excellent written and verbal communication skills are essential, as is the ability to handle communications between clients, internal business teams, and engineering teams. The role demands the capacity to learn new technologies quickly, multitask, and work independently in a structured and process-oriented manner.
While not mandatory, additional qualifications that would be advantageous include experience in web or mobile marketing and digital advertising, a background in web/SDK/mobile development or QA, familiarity with big data technologies, experience working with different APIs, and exposure to large language models (LLMs) and AI agents.
AppsFlyer operates globally, reflecting a diverse and multicultural environment. The company emphasizes equal opportunities for all employees and promotes the recruitment of diverse talents to its global teams. Curiosity, diversity, and innovation are highly valued, and employees are encouraged to bring their unique perspectives to the organization.