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Support Engineer

3 months ago

San Francisco, United States AppsFlyer Full time

AppsFlyer's Support Engineering team provides top-notch support, availability, and expert knowledge to our invaluable customers. The ideal candidate for this role is customer-oriented, solutions minded, and has the ability to develop relationships with cross functional teams including AppsFlyer's R&D, Customer Success, and Product Teams. In this role, you will also impact AppsFlyer's product evolution by providing crucial customer feedback.

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.
  • 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, such as: training, ensuring support readiness for new feature releases, etc.
  • Being a technical advocate for select VIP customers, working closely with the customer success and business teams.
What you have
  • 2+ years or experience in Support Engineering roles or related field
  • Passion for solving customer issues in a fast-paced environment
  • Experience in SQL querying and managing data
  • Structured and process-oriented
  • Ability to learn new technologies quickly
  • Knowledge of any programming languages
  • Technical aptitude for learning Mobile Marketing Ecosystem and AppsFlyer Product
  • Excellent written and verbal communication skills
  • Multitasking, dependable, motivated, self-starter, with the ability to work independently
  • Passion for delivering outstanding customer experience
  • Ability to collaborate cross-functionally on a global scale
Bonus Points
  • Web / mobile marketing and digital advertising experience
  • Background in web/ SDK/ Mobile development or QA
  • Ability to integrate, test, and troubleshoot mobile SDKs
  • Comfortable with Xcode, Android Studio, and associated mobile troubleshooting tools
  • Understand REST APIs

For our SF-based candidates, the expected On Target Earnings (OTE) are between $95,000 and $120,000 (including bonus or commission). The offer varies on many factors including market location, job-related knowledge, skills, experience, interview results, references, etc.

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