SW Engineer
AppsFlyer
Do you thrive on building solutions that empower others? Are you passionate about AI and its potential to revolutionize customer support? If so, this role might be your perfect fit!
At AppsFlyer, we're on a mission to deliver exceptional customer experiences. Our Support team plays a vital role in achieving this goal, and we're looking for a talented SW Engineer to join our ranks and build cutting-edge internal tools that will supercharge their efficiency and effectiveness.
In this role, you'll be the involved in designing and setting up our core ticketing platform, AI powered chatbot, and automations. you'll split your focus between two main areas: as a Software Engineer, you'll develop automations and internal tools to support the daily work of our Support Engineers; and as an Integration & Operations Engineer, you'll help design, configure, and enhance core platforms like our ticketing system and customer-facing AI chatbot. You'll be part of the Product Support organization, collaborating closely with Support team members, leadership, and cross-functional teams to understand challenges and deliver effective technical solutions.
What you'll do:
- Design, configure and enhance our core ticketing platform. Suggest and configure enhancements to Zendesk, and improve the integration between Zendesk to Salesforce and other platforms in the ecosystem
- Be a part of the team that deploys and integrates an advanced ticket chatbot, powered by AI
- Develop, deploy, and document end-to-end services independently. Such tools may include services that ingest customer questions, search internal and external knowledge repositories, and suggest optimal solutions to Support Engineers and other Gen-AI and automation solutions
- Craft intuitive, user-friendly interfaces to ensure seamless adoption and efficient workflow integration for Support Engineers
- Collaborate closely with the Support team and other department stakeholders to gather feedback, iterate on existing solutions, and identify new opportunities for AI-powered support innovation
What you have:
- 2 years of experience as a Zendesk (or similar platform) advanced administrator or developer, preferably in a B2B SaaS company. Managing complex triggers, automations, API calls, and integrations
- 1 year of experience working with APIs
- Proven experience as a Full-Stack Developer
- A proven track record of implementing successful internal tools or deployment of a project - Internal products or modules such as a new Zendesk Brand, or a software project
- Familiarity with JavaScript and TypeScript (e.g: modern frameworks such as NestJS, Angular or similar)
- Solid understanding of database technologies: SQL and NoSQL (DynamoDB, PostgressSQL, BigQuery, Athena or similar)
- Passion for AI and ML, with a strong desire to apply these technologies to solve real-world problems.
- Familiarity with Source Control Versioning tools such as Gitlab/Github or similar
- Excellent communication and collaboration skills, with the ability to work effectively in a fast-paced and dynamic global environment
- A drive for continuous learning and innovation, always eager to explore new technologies and push the boundaries of what's possible
Bonus Points:
- Knowledge of cloud platforms like AWS or GCP
- B.Sc. in computer science or an equivalent
- Experience in working with IT infrastructure such as OKTA
- Experience with LLM (Large Language Model) libraries and frameworks with preference to OpenAI APIs
- Being introduced by an AppsFlyer employee
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.
