Support Engineer, GCR

About the Position

We are seeking a Support Engineer, GCR to join our team in Beijing. This role involves solving complex technical problems and providing exceptional support services to our customers.

Do you enjoy solving complex technical problems?

We’re looking for a technically savvy rock star who understands the value of being customer-oriented, and someone who can actively deliver exceptional support services to our customer base.

The right candidate should be a natural problem-solver and a strong communicator. He/She will work in close collaboration with AppsFlyer’s R&D, Customer Success and Product Teams. He/She will actively engage in cross-department projects and strongly influence the product's evolution by providing viable feedback to advance the future of our product development.

Responsibilities

• 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.
• Be a technical account manager for select VIP customers, working closely with the sales and business teams.

Requirements

• Passion for solving customer issues in a fast-paced environment
• At least 3 years of experience with technical support / QA / data analysis / development / technical account management
• Experience in SQL querying and managing data
• Fluent in English
• Structured and process-oriented
• Mature communication skills that can smoothly handle communications between client, internal business teams, and R&D teams in headquarters
• Ability to learn new technologies quickly
• Multitasking and ability to work independently

Preferred Requirements

• Development or mobile development experience
• Web / mobile marketing and digital advertising experience
• Being recommended by an AppsFlyer team member
• Experience in BI
• Experienced in LLM and AI Agent

We Offer

• Opportunity to work in a global company operating from 25 offices across 19 countries
• Equal opportunities for all employees and promotion of diverse talents
• Value and encouragement of curiosity, diversity, and innovation

About the Company

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

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