Senior Support Engineer, India

About the role

This position is responsible for managing the full lifecycle of complex customer technical issues. The role requires rapid diagnosis in a fast-paced environment while maintaining precise communication. You will act as a bridge between customers, internal engineering, and product teams to ensure issues are resolved and knowledge is updated. You will own the technical escalation path for critical customer cases, ensuring that no issue falls through the cracks. The role demands a proactive mindset where you diagnose intricate problems before they impact broader customer cohorts. You will leverage structured troubleshooting methodologies to deconstruct complex SaaS platform failures efficiently. Your work will directly influence product stability by feeding real-world edge cases back to engineering teams. This position is ideal for someone who thrives on solving ambiguous problems and turning high-pressure situations into documented successes.

Key facts

What you'll do

Take end-to-end ownership of customer technical issues from initial contact to final resolution.

Diagnose intricate problems quickly by utilizing proven troubleshooting methodologies for SaaS platforms.

Construct and optimize SQL queries to isolate root causes within datasets.

Collaborate with the Customer's App development team to troubleshoot SDK implementation issues.

Work with Customer Success, Product, and Engineering teams to resolve technical escalations.

Refine and enrich the company Knowledge Base with accurate technical information and solutions.

Analyze ambiguous or high-pressure escalations and formulate structured, clear responses.

Design and lead support improvement initiatives across the organization.

Serve as the primary point of contact for customer escalations and ensure meticulous issue resolution.

Create support workflows to standardize and improve intake processes for technical tickets.

Perform detailed log analysis and trace requests across distributed systems to pinpoint failure points.

Interpret customer requirements and translate them into actionable technical tasks for the engineering team.

Conduct root cause analysis for recurring issues and drive long-term preventative measures.

Document complex technical scenarios and resolutions to empower both support and product teams.

Requirements

Possess a minimum of six years of professional experience in technical support, QA, data analysis, development, or technical account management.

Demonstrate a passion for solving complex customer issues in a fast-paced environment.

Exhibit strong SQL proficiency for data querying and conducting root-cause analysis.

Maintain clear and structured communication during all interactions and handoffs.

Apply sharp analytical and logical thinking with a bias for action and deep ownership.

Hold fluency in the English language for all written and verbal communication.

Have the ability to work independently and collaboratively within a distributed, cross-functional team.

Be comfortable managing multiple high-priority tickets simultaneously while maintaining attention to detail.

Nice to have

Development or mobile development experience is considered a bonus for this role.

Background in web or mobile marketing and digital advertising is valued.

Being recommended by an AppsFlyer team member can strengthen your application.

Familiarity with LLM and AI Agent workflows is a bonus for this role.

Practical notes

Please before proceeding.

Diversity and inclusion

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.

Career perspective

The role provides a platform to grow your expertise in technical troubleshooting and customer success within a high-growth environment. You will directly influence product evolution and contribute to the strategic direction of the company. You will gain exposure to large-scale customer environments, sharpening your diagnostic skills and broadening your understanding of digital advertising ecosystems. This position offers a clear trajectory for advancing your technical leadership and communication abilities. The work you do today will shape how support processes evolve for years to come.

Company culture

Joining AppsFlyer means becoming part of a collaborative team that works across departments to solve critical business challenges. Support Engineers are essential to the feedback loop that drives product improvements and customer satisfaction. You will be immersed in a culture that values precision, curiosity, and relentless problem-solving. The environment encourages sharing knowledge freely and supporting your peers through complex technical hurdles. Your contributions will be visible across the organization, impacting how customers perceive the AppsFlyer brand.

About us

AppsFlyer is a customer-obsessed company that relies on Support Engineers to protect the customer experience. This role demands individuals who can balance technical acumen with empathy and precision. You will be the trusted advisor who guides customers through their most challenging technical scenarios. The ideal candidate is comfortable navigating ambiguity and delivering solutions with a high degree of professionalism. Your expertise will help ensure that the platform remains robust and reliable for global customers.

Application process

Interested candidates are encouraged to review the official apply page for further instructions and submission requirements. Please ensure your documentation highlights your technical troubleshooting history and SQL capabilities. Submissions should clearly demonstrate your experience with SaaS platforms and customer communication. We look for candidates who can provide concrete examples of resolving difficult technical issues. The review process will assess both your technical competency and your alignment with the company's customer-obsessed values. Please prepare to discuss how you have handled high-pressure escalations in your previous roles. The hiring team will look for evidence of structured thinking and a methodical approach to diagnostics. If your profile matches the core requirements, you will be contacted for the next steps in the selection process.