Support Engineer

About the role

You will take end-to-end ownership of customer technical issues from initial contact through meticulous root cause analysis and resolution, ensuring clear and timely communication at every stage. You will serve as the primary point of contact for customer escalations, driving issues to closure with precision and accountability. This role requires a natural problem-solver who works seamlessly with AppsFlyer's R&D, Customer Success, and Product teams to investigate complex scenarios. You will directly impact the product's evolution by capturing and providing actionable feedback that can be integrated into future development cycles. The position demands a passion for solving customer issues in a fast-paced environment where no two days are the same. You will be responsible for creating and leading support improvement processes across the company to enhance efficiency and quality. Additionally, you will act as a technical point of contact for select VIP customers, collaborating closely with sales and business teams to align on strategic goals.

Key facts

What you'll do

Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, and issue resolution and communication.

Serve as point of contact on 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 and best practices.

Create and lead support improvement processes across the company to drive operational excellence.

Provide product feedback and insights to the business and R&D teams based on real-world customer interactions.

Manage various internal projects, such as training and ensuring support readiness for new feature releases.

Be a technical point of contact for select VIP customers, working closely with the sales and business teams.

Develop structured workflows and documentation to streamline support operations and reduce resolution times.

Collaborate cross-functionally to identify recurring issues and contribute to long-term product stability.

Analyze support metrics to identify trends and areas for improvement in the customer experience.

Communicate complex technical concepts to non-technical stakeholders in a clear and concise manner.

Maintain up-to-date knowledge of AppsFlyer products and industry trends to provide accurate and relevant support.

Champion a customer-obsessed mindset in all interactions to ensure exceptional service delivery.

Requirements

Passion for solving customer issues in a fast-paced environment.

2+ years of experience with technical support / QA / data analysis/development/ technical account management.

Experience in SQL querying and analyzing data to derive actionable insights.

Knowledge of at least one programming language to understand technical implementations and communicate effectively with engineering teams.

Business Proficiency in English to ensure clear communication with global stakeholders.

Ability to handle communications between clients, internal business teams, and engineering teams with professionalism and clarity.

Ability to learn new technologies quickly to keep pace with the rapidly evolving product landscape.

Ability to multitask and work independently while managing multiple priorities and deadlines.

Structured and process-oriented approach to ensure consistency and quality in support operations.

Strong analytical skills to diagnose issues and interpret data for informed decision-making.

Excellent written and verbal communication skills to articulate solutions and updates to diverse audiences.

Self-motivated mindset with a strong sense of ownership and accountability for outcomes.

Adaptability to navigate ambiguity and changing requirements in a dynamic startup environment.

Commitment to maintaining high standards of professionalism and responsiveness in all customer interactions.

Willingness to collaborate closely with cross-functional teams to resolve complex technical challenges.

Nice to have

Web/Mobile marketing and/or digital advertising experience to better understand customer acquisition and lifecycle.

Mobile development / testing (iOS, Android) experience to provide deeper technical insights.

Familiar with Big data technologies to handle large-scale data scenarios effectively.

Familiar with working with different APIs to integrate and troubleshoot third-party services.

Experienced in LLM and AI Agent to explore emerging tools for support automation and enhancement.

Practical notes

Candidates must submit their CV in English.