Technical Support Engineer - Escalations & Product Feedback

AppsFlyer; Buenos Aires; On-site; ARS 69,138,124 - 96,793,373; Full time

Benefits offered by this job

Diverse workplace

Opportunities for professional development

Employee-focused resources

Job summary

A tech company specializing in mobile engagement is seeking an experienced individual for a technical support role. This position entails taking ownership of customer technical issues and collaborating with various teams to ensure effective resolution. The ideal candidate will have over two years of experience in technical support, solid SQL skills, and a passion for solving problems in a fast-paced environment. Proficiency in English and excellent communication skills are essential. We value diversity and innovation in our team members.

Qualifications

• 2+ years of experience in technical support, QA, data analysis, or technical account management.
• Passion for solving customer issues in a fast-paced environment.
• Business proficiency in English.

Responsibilities

• Take ownership of customer technical issues and ensure timely resolution.
• Serve as point of contact for escalated customer issues.
• Work with R&D and product teams on escalations.
• Enrich the Knowledge Base with relevant information.
• Manage internal projects including training and support readiness.

Skills

Problem-solving skills

Strong communication

SQL querying

Programming language knowledge

Ability to multitask

Process-oriented

Job description

AppsFlyer helps brands make good choices for their business and their customers with its advanced measurement, data analytics, deep linking, engagement, fraud protection, data clean room, and privacy-preserving technologies. Built on the idea that brands can increase customer privacy while providing exceptional experiences, AppsFlyer empowers thousands of creators and 10,000+ technology partners to create better, more meaningful customer relationships.

We’re looking for a technically savvy person who understands the importance of customer-oriented and responsive support services. We believe that we’re successful only when our customers thrive. The right talent will be a natural problem-solver and a strong communicator. This individual would also work closely with AppsFlyer’s R&D, Customer Success and Product Teams. This individual will also impact the product's evolution by providing feedback that can be integrated into future product development.

Please submit your CV in English.

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 poc for select VIP customers, working closely with the sales and business teams.
  
  

What You Have

• 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
• Knowledge of at least one programming language
• Business Proficiency in English
• 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/or digital advertising experience
• Mobile development / testing (iOS, Android) experience
• 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