Support Engineer - job 2 of 2

What is #LifeatAF? How can we crystalize its DNA into one eye-catching sentence for you? Our culture is defined by our people! Everyone is an approachable professional, tenacious and versatile, a challenging team member, and a respected and valued mentor.

AppsFlyer's Support Engineering team provides top-notch support, availability, and expert knowledge to our invaluable customers. The ideal candidate for this role is customer-oriented, solutions minded, and has the ability to develop relationships with cross functional teams including AppsFlyer's R&D, Customer Success, and Product Teams. In this role, you will also impact AppsFlyer's product evolution by providing crucial customer feedback.

What You'll Do:

• Own client support cases on a daily basis while providing expert-level technical support to our customers
• Investigate, troubleshoot, and resolve bugs, requests from automated monitoring and other internal teams
• Identify issues by reviewing system logs, data and code submitted by clients; provide concise details and recommendations to clients and internal teams
• Manage escalations by working closely with both the client and internal teams
• Respond to client-reported issues in a timely manner and/or per service level agreements
• Communicate progress of resolution/status in a timely fashion and/or per service level agreements
• Track and maintain all client communications and case documentation
• Provide product feedbacks and insights to the business and R&D teams
• Review, build and expand a Knowledge Base
• Exemplify support best practices - responsiveness, expectation setting, growing our knowledge base, and escalation management

What You Have:

• SQL querying experience
• Knowledge of any programming languages
• Tier 1-2 technical support experience
• Web marketing and digital advertising experience
• Action oriented with strong organizational, analytical, troubleshooting, and problem solving skills
• Technical aptitude for learning Mobile Marketing Ecosystem and AppsFlyer Product
• Excellent written and verbal communication skills
• Dependable, motivated, self-starter, with the ability to work independently
• Passion for delivering outstanding customer experience
• Ability to collaborate cross-functionally on a global scale

Bonus Points:

• Mobile advertising experience
• Ability to integrate, test, and troubleshoot mobile SDKs
• Comfortable with Xcode, Android Studio, and associated mobile troubleshooting tools
• Understand REST APIs
• Ability to read, understand, and correct client SDK integration code
• Familiar with the following languages Java, Objective-C, Python

As a global company operating in 16 countries across 5 continents, 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