Senior Support Engineer

AppsFlyer Ltd.; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

AppsFlyer Ltd. is seeking a seasoned technical support professional to own complex customer issues from initial investigation through resolution. You will collaborate with customer-facing teams, product, and engineering to drive fixes and collect feedback for improvements.

In this role you’ll guide escalations, coordinate internal projects, and help scale our support operations. Strong SQL and coding knowledge, plus excellent communication, are essential to deliver clear outcomes for customers.

Qualifications

• Five or more years of experience in technical support, QA, data analysis, software development, or a related field.
• Experience querying SQL and working with data.
• Knowledge of at least one programming language.
• Strong written and verbal communication, including the ability to coordinate between customers, business teams, and engineers.
• Ability to learn new technologies quickly, work independently, and manage multiple tasks.
• A structured, process-oriented approach and interest in solving customer problems.

Responsibilities

• Investigate customer technical problems, determine root causes, coordinate fixes, and communicate progress and outcomes.
• Act as a point of contact for escalations and guide issues through to resolution.
• Partner with research and development and product teams on escalations and enhancement requests.
• Maintain technical knowledge resources for customers and internal teams.
• Lead support process improvements and share product insights with business and engineering groups.
• Coordinate internal projects such as training and readiness for new feature releases.
• Advocate for key customers in partnership with customer success and business teams.

Skills

SQL

Data analysis

Programming language

Communication

Time management

Job description

Role overview

Own complex customer technical issues from initial investigation through resolution and clear follow-up. You'll work closely with customer-facing teams, product, and engineering, while bringing recurring issues and customer feedback into support improvements and product development.

Responsibilities

• Investigate customer technical problems, determine root causes, coordinate fixes, and communicate progress and outcomes.
• Act as a point of contact for escalations and guide issues through to resolution.
• Partner with research and development and product teams on escalations and enhancement requests.
• Maintain technical knowledge resources for customers and internal teams.
• Lead support process improvements and share product insights with business and engineering groups.
• Coordinate internal projects such as training and readiness for new feature releases.
• Advocate for key customers in partnership with customer success and business teams.

Requirements

• Five or more years of experience in technical support, quality assurance, data analysis, software development, technical account management, or a related field.
• Experience querying SQL and working with data.
• Knowledge of at least one programming language.
• Strong written and verbal communication, including the ability to coordinate between customers, business teams, and engineers.
• Ability to learn new technologies quickly, work independently, and manage multiple tasks.
• A structured, process-oriented approach and interest in solving customer problems.

Nice to have

• Experience in web or mobile marketing, digital advertising, web or SDK development, or quality assurance.
• Familiarity with big data technologies and APIs.
• Experience with large language models or AI agents.