Support Engineer, GCR - Beijing

About the Position

We are looking for a Support Engineer, GCR - Beijing to join our team. 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.
• Being 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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