Senior Support Engineer

Role Summary

What is #LifeatAF? How can we crystalize its DNA into one eye-catching sentence for you? Our culture is defined by our people! Everyone is an approachable professional, tenacious and versatile, a challenging team member, and a respected and valued mentor.

Do you enjoy solving complex technical problems?

AppsFlyer is looking for a technically savvy rock star who understands the value of being customer-oriented, and can deliver exceptional support services to our customer base.

The right candidate should be a natural problem-solver and a strong communicator. This person will work in close collaboration with AppsFlyer’s R&D, Customer Success and Product Teams. This role will engaged in cross department projects and strongly influence the product's evolution by providing valuable feedback to help shape the future of our product development.

Responsibilities

• Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution and communication
• Serve as point of contact for customer escalations and ensure customer issues are resolved meticulously
• Work with AppsFlyer’s R&D and product teams on escalations and product enhancement requests
• Enrich our client knowledge base with relevant technical information
• Create and lead support improvement processes across the company
• Provide product feedback and insights to the business and R&D teams
• Manage various internal projects; training, ensuring support readiness for new feature releases, etc.
• Being a technical advocate for our VIP customers, working closely with the customer success and business teams

Requirements

What you have

• Passion for solving customer issues in a fast paced environment
• 5+ years of experience with technical support / QA / data analysis/ development/ technical account management
• Experience in SQL querying and managing data
• Knowledge of at least one programming language
• Excellent written and verbal communication skills
• Ability to handle communications between clients, internal business teams and engineering teams
• Ability to learn new technologies quickly
• Ability to multitasking and work independently
• Structured and process-oriented

Bonus Points

• Web / mobile marketing and digital advertising experience
• Background in web/ SDK/ Mobile development or QA
• Familiar with Big data technologies
• Familiar with working with different APIs
• Experienced in LLM and AI Agent

As a global company operating from 25 offices across 19 countries, we reflect the human mosaic of the diverse and multicultural world in which we live. We ensure equal opportunities for all of our employees and promote the recruitment of diverse talents to our global teams without consideration of race, gender, culture, or sexual orientation. We value and encourage curiosity, diversity, and innovation from all our employees, customers, and partners.

“As a Customer Obsessed company, we must first be Employee Obsessed. We need to make sure that we provide the team with the tools and resources they need to go All-In.” Oren Kaniel, CEO