Senior Support Engineer
AppsFlyer is seeking a Senior Support Engineer to join their globally distributed support team as the first Support Engineer in Poland. This role is critical to maintaining excellent service for English-speaking customers, handling complex technical and customer-facing issues independently, and helping the team adapt to the next generation of AI-enabled support workflows. The ideal candidate is a strong hands-on problem solver, an excellent communicator in English, and a senior team player who can elevate team quality, partner closely with leadership, and contribute to improving internal tools, AI-based workflows, and support processes.
In this hands-on senior individual contributor role, the Senior Support Engineer will own complex technical and product-related support cases from investigation through resolution. They will provide high-quality support to customers in English across written and live interactions, handle ambiguous, high-impact, or cross-functional issues with strong judgment and minimal supervision, and act as a senior point of contact for escalations, sensitive customer situations, and priority cases. Additionally, they will mentor teammates across the global support team by sharing knowledge, setting a high bar for case handling, and helping improve team practices. The role also involves using AI-based tools and internal tools effectively in day-to-day work to improve speed, quality, and consistency, and collaborating with Product, R&D, Customer Success, and other internal stakeholders to resolve issues and improve the customer experience.
The ideal candidate should have 5+ years of experience in technical support, support engineering, or similar customer-facing technical roles in a SaaS or technology environment. They should possess strong troubleshooting and problem-solving skills, with the ability to work through complex cases independently. Strong SQL skills and experience writing complex queries for investigation and troubleshooting are essential, as well as experience working with logs and performing deep technical and data analysis. Experience working with APIs, including reading documentation, testing requests, and troubleshooting integrations, is also required. Excellent written and verbal communication skills in English are necessary, along with the ability to manage ambiguity, prioritize effectively, and maintain sound judgment under pressure. A proactive, ownership-driven mindset with a strong focus on customer impact is important, as is comfort using AI tools in daily workflows, with curiosity about how automation and AI-assisted work can improve support. Willingness to test new tools, challenge existing processes, and help the organization learn how to work better with AI is also desired.
While specific compensation details are not provided, AppsFlyer offers a comprehensive benefits package that includes private health insurance, wellness offerings like fitness classes, events, work-from-home support, and global mobility opportunities. Equity is broadly accessible, with stock options available to all employees, expanding the total rewards mix. Total compensation in certain technical and revenue roles is presented as capable of reaching competitive levels, implying meaningful upside where role/market fit is strong. Sales compensation is described as potentially attractive on-target, reinforcing perceived earning opportunity when performance aligns with plan design.
AppsFlyer is a global company operating in 19 countries across 5 continents, reflecting the human mosaic of the diverse and multicultural world in which we live. The company ensures equal opportunities for all employees and promotes the recruitment of diverse talents to its global teams without consideration of race, gender, culture, or sexual orientation. AppsFlyer values and encourages curiosity, diversity, and innovation from all employees, customers, and partners.