Support Engineer

AppsFlyer; San Francisco (CA); On-site; USD 110,000 - 120,000; Full time

Job summary

AppsFlyer is seeking a technically savvy support professional to drive customer success by owning complex technical issues, enabling rapid issue resolution, and collaborating with R&D and product teams. You will enrich knowledge bases and lead support improvement initiatives while maintaining strong client communications.

The role emphasizes problem solving, fast-paced execution, and English proficiency, with opportunities to influence product evolution and customer experience.

Qualifications

• 2+ years of experience in technical support, QA, data analysis, development, or technical account management.
• Experience with SQL querying and data analysis.
• Knowledge of at least one programming language.
• Business proficiency in English.

Responsibilities

• Take end-to-end ownership of customer technical issues, including troubleshooting, root cause analysis, and resolution.
• Serve as point of contact on customer escalations and ensure issues are resolved meticulously.
• Collaborate with R&D and product teams on escalations and feature requests.
• Enrich the client Knowledge Base with technical information.
• Create and lead support improvement processes across the company.
• Provide product feedback to business and R&D teams.
• Manage internal projects such as training and feature readiness.

Skills

SQL querying

Programming language

English proficiency

Client communication

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 multitask 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

For our US-based candidates, the expected On Target Earnings (OTE) range from $110,000 to $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.