Support Engineer
AppsFlyer is seeking a Support Engineer to join their team in São Paulo, Brazil. As a global leader in mobile attribution and marketing analytics, AppsFlyer empowers brands to make informed decisions through advanced measurement, data analytics, deep linking, engagement, fraud protection, data clean rooms, and privacy-preserving technologies. The Support Engineer will play a pivotal role in ensuring exceptional customer experiences by providing technical assistance and collaborating closely with various internal teams.
In this role, the Support Engineer will take end-to-end ownership of customer technical issues, including initial troubleshooting, root cause identification, resolution, and communication. They will serve as the primary point of contact for customer escalations, ensuring meticulous resolution of issues. Collaboration with AppsFlyer's R&D and product teams on escalations and product enhancement requests will be essential. Additionally, the Support Engineer will enrich the client Knowledge Base with relevant technical information, 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 and ensuring support readiness for new feature releases, and act as a technical point of contact for select VIP customers, working closely with the sales and business teams.
The ideal candidate will have a passion for solving customer issues in a fast-paced environment, with at least 2 years of experience in technical support, QA, data analysis, development, or technical account management. Experience in SQL querying and data analysis is required, along with knowledge of at least one programming language. Business proficiency in English is essential, as is the ability to handle communications between clients, internal business teams, and engineering teams. The candidate should be able to learn new technologies quickly, multitask, work independently, and possess a structured and process-oriented approach.
This role is based in AppsFlyer's São Paulo office and requires in-office presence three days per week. As a global company operating from 25 offices across 19 countries, AppsFlyer reflects 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.
For our São Paulo-based candidates, the expected On Target Earnings (OTE) are between $110,000 and $120,000 (including bonus or commission). The offer varies on many factors, including market location, job-related knowledge, skills, experience, interview results, references, etc.
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.