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AppsFlyer

Senior Support Engineer, India

AppsFlyer · Bengaluru, Karnataka, India

Technology, Information and Internet · 1,001-5,000 employees

6 h ago
Senior (5-10 yrs) Full-time India
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About the role

You will take end-to-end ownership of customer technical issues, including troubleshooting, root cause identification, and resolution. Additionally, you will collaborate across departments to fix bugs, improve product evolution, and enrich the company knowledge base.

What they look for

Technical support Troubleshooting SQL Data analysis SaaS Root-cause analysis Communication Analytical thinking Logical thinking SDK implementation Customer success Knowledge base management Mobile development Digital advertising LLM AI agent workflows

Requirements

Candidates must have at least 6 years of experience in technical support, QA, data analysis, or development. Strong SQL proficiency, proven troubleshooting skills on SaaS platforms, and clear communication abilities are required.

Full description

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 across departments.

What you bring:

  • At least 6 years of experience with technical support / QA / data analysis/ development/ technical account management
  • Passion for solving customer issues in a fast paced environment. Proven technical troubleshooting skills on SaaS platforms, with a track record of diagnosing complex, multi-layered issues.
  • Strong SQL proficiency for data querying and root-cause analysis.
  • Clear, structured communication when handling ambiguous or high-pressure escalations.
  • Sharp analytical and logical thinking with a bias for action and ownership.
  • Fluent in English

What you will do:

  • Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, and issue resolution and communication.
  • Work with the Customer's App development team to troubleshoot any SDK implementation issues
  • Collaborate closely with Customer Success, Product, Engineering teams, and others to troubleshoot technical issues
  • Enrich our Knowledge Base with relevant technical information.
  • Create and lead support improvement processes across the company.
  • Serve as point of contact on customer escalations and ensure customer issues are resolved meticulously.

Bonus Points:

  • Development or mobile development experience
  • Web / mobile marketing and digital advertising experience
  • Being recommended by an AppsFlyer team member
  • Experienced in LLM and AI Agent workflows

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