Support Engineer - San Francisco

About the Position

Support Engineer - San Francisco

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.

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 point of contact for select VIP customers, working closely with the sales and business teams.

Requirements

• 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

Nice to Have

• 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

We Offer

• Competitive salary range from $110,000 to $120,000 (including bonus or commission)
• Opportunity to work in a diverse and multicultural environment
• Equal opportunities for all employees
• Global company with offices in 19 countries

About the Company

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.

“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