Support Engineer: VIP Escalations and Product Feedback

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 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.