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Support Engineer



Customer Service
Herzliya, Israel
Posted on Sunday, June 16, 2024

Do you enjoy solving complex technical problems?

At AppsFlyer, the Support Team is a critical part of AppsFlyer’s business. As a customer-obsessed company, our Support Engineers interact with customers daily ensuring they have an amazing AppsFlyer Experience. Support Engineers will be putting their problem-solving skills to the test to assist our customers in achieving success. In addition, the entire team is a crucial component of the feedback loop, working closely with the Engineering team to fix bugs, help the product evolve and help update our knowledge base articles. The role is highly collaborative and demands someone who can work cross-departmentally.

What you'll do:

  • Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, and issue resolution and communication.
  • Work with Customer's App development team to troubleshoot any SDK implementation issues
  • Work with AppsFlyer’s Engineering and Product teams on escalations and product enhancement requests.
  • Work closely with the Customer Success Manager and other internal teams to provide technical support
  • Enrich our client Knowledge Base with relevant technical information
  • Contribute to the improvement of the Support AI tools

What you have:

  • 3+ years of experience in a tech company
  • BSc/ BA in Computer Science, Industrial Engineering, Information Systems, or an equivalent degree
  • Experience in technical customer service, and superior communication skills for complicated issues
  • Excellent written and verbal skills in English
  • Highly adaptable, fast learner, inquisitive
  • Multitasking and ability to work independently
  • Ability to collaborate cross-functionally on a global scale
  • Passion for Superior Client Experience
  • Advanced- SQL

Bonus Points:

  • Familiar with the Ad Tech industry
  • Data analyzing experience
  • Mobile (iOS, Android) development/QA experience
  • Familiar with programming or scripting language to do internal analysis and automation tools
  • Ability to communicate in Russian or other languages.
  • Passion for generative AI
  • Introduced by an AppsFlyer team member

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