Support Engineer

AppsFlyer; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

AppsFlyer, a global analytics and marketing platform, seeks a technically savvy customer support professional in São Paulo. You will own complex customer issues, troubleshoot, and coordinate with R&D and Product teams to drive improvements.

Your role includes enriching the knowledge base, leading support initiatives, and serving as a technical POC for VIP customers. We value problem-solving, strong communication, and the ability to learn new technologies quickly in a fast-paced environment.

Qualificações

• 2+ years of experience in technical support, QA, data analysis, or similar roles.
• Experience with SQL data analysis and reporting.
• Knowledge of at least one programming language.
• Strong written and spoken English.

Responsabilidades

• Take end-to-end ownership of technical customer issues and communicate findings clearly.
• Serve as escalation point and ensure issues are resolved meticulously.
• Collaborate with R&D and Product teams on escalations and feature requests.
• Enrich Knowledge Base with technical information and best practices.
• Lead support improvement processes and drive internal projects.
• Provide product feedback to business and R&D teams.
• Act as technical POC for VIP customers, coordinating with sales.

Conhecimentos

SQL querying

Programming language knowledge

English proficiency

Customer communication

Analytical thinking

Descrição da oferta de emprego

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.

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