Support Engineer (New York)

Support Engineer - New York

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 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

• Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, and issue resolution and communication.
• Serve as point of contact on customer escalations and ensure customer issues are resolved meticulously.
• Work with AppsFlyer's R&D and product teams on escalations and product enhancement requests.
• Enrich our client Knowledge Base with relevant technical information.
• Create and lead support improvement processes across the company.
• Provide product feedback and insights to the business and R&D teams.
• Manage various internal projects, such as : training, ensuring support readiness for new feature releases, etc.
• Being a technical advocate for select VIP customers, working closely with the customer success and business teams.

What You Have

Bonus Points

For our NY-based candidates, the expected On Target Earnings (OTE) are between $100,000 and $115,000 (including bonus or commission). The offer varies on many factors including market location, job-related knowledge, skills, experience, interview results, references, etc.

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.