Support Engineer
AppsFlyer is seeking a Support Engineer to join their team in San Francisco. As a global leader in mobile marketing analytics and attribution, AppsFlyer empowers brands to make informed decisions through advanced measurement, data analytics, 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, and resolution. They will serve as the primary point of contact for customer escalations, ensuring meticulous issue resolution. Collaboration with AppsFlyer's R&D and product teams on escalations and product enhancement requests is essential. Additionally, the Support Engineer will enrich the client Knowledge Base with relevant technical information, lead support improvement processes across the company, and provide product feedback and insights to the business and R&D teams. Managing internal projects, such as training and ensuring support readiness for new feature releases, will also be part of the responsibilities. Serving as a technical point of contact for select VIP customers, working closely with sales and business teams, is also expected.
The ideal candidate will have a passion for solving customer issues in a fast-paced environment and possess 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 have a structured and process-oriented approach.
For U.S.-based candidates, the expected On Target Earnings (OTE) range from $110,000 to $120,000, including bonus or commission. Compensation offers vary based on factors such as market location, job-related knowledge, skills, experience, interview results, and references. AppsFlyer offers a comprehensive benefits package, including private health insurance, wellness offerings like fitness classes, and additional perks such as events, work-from-home support, and global mobility opportunities.
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. 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.