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Technical Support Specialist
2 months ago
The Support Engineering team at AppsFlyer is dedicated to delivering exceptional assistance, reliability, and expert knowledge to our valued clients. The ideal candidate for this position is customer-focused, solution-oriented, and possesses the ability to cultivate relationships with various cross-functional teams, including R&D, Customer Success, and Product Teams. In this role, you will also play a significant part in shaping AppsFlyer's product development by providing essential customer insights.
Key Responsibilities
- Assume complete responsibility for customer technical challenges, encompassing initial troubleshooting, root cause analysis, and resolution communication.
- Act as the primary contact for customer escalations, ensuring meticulous resolution of customer issues.
- Collaborate with R&D and product teams on escalations and enhancement requests.
- Enhance our client Knowledge Base with pertinent technical information.
- Initiate and lead processes for support improvement across the organization.
- Deliver product feedback and insights to the business and R&D teams.
- Oversee various internal projects, such as training and ensuring support readiness for new feature launches.
- Serve as a technical advocate for select VIP clients, working closely with customer success and business teams.
- Minimum of 2 years of experience in Support Engineering or a related field.
- Strong passion for resolving customer issues in a dynamic environment.
- Proficiency in SQL querying and data management.
- Structured and process-driven approach.
- Ability to quickly learn new technologies.
- Familiarity with programming languages.
- Technical aptitude for understanding the Mobile Marketing Ecosystem and AppsFlyer products.
- Excellent written and verbal communication skills.
- Ability to multitask, dependable, motivated, and a self-starter with the capacity to work independently.
- Commitment to delivering an outstanding customer experience.
- Capability to collaborate across functions on a global scale.
- Experience in web/mobile marketing and digital advertising.
- Background in web/SDK/mobile development or quality assurance.
- Ability to integrate, test, and troubleshoot mobile SDKs.
- Familiarity with Xcode, Android Studio, and related mobile troubleshooting tools.
- Understanding of REST APIs.
As a global organization with a diverse workforce, we promote equal opportunities for all employees and actively encourage the recruitment of diverse talents. We value curiosity, diversity, and innovation from all our employees, customers, and partners.
At AppsFlyer, we believe that being customer-obsessed starts with being employee-obsessed. We strive to provide our team with the necessary tools and resources to excel in their roles.
