AppsFlyer helps brands make good choices for their business and their customers with its advanced measurement, data analytics, deep linking, engagement, fraud protection, data clean room, and privacy-preserving technologies. Built on the idea that brands can increase customer privacy while providing exceptional experiences, AppsFlyer empowers thousands of creators and 10,000+ technology partners to create better, more meaningful customer relationships.
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 able 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 feedback and insight 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 language
- Technical support experience
- Action-oriented with strong organizational, analytical, troubleshooting, and problem-solving skills
- Technical aptitude for learning Mobile Marketing Ecosystem and AppsFlyer Products
- Excellent written and verbal communication skills
- Proficiency in written & verbal English
- Passion for delivering outstanding customer experience
- Ability to collaborate cross-functionally on a global scale
Bonus Points:
- Mobile advertising experience
- Web marketing and digital 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 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
