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.
This specific role is unique as you will not only be using your technical skills but will also be contributing to Appsflyer’s efforts to take on the fraudulent threats in our ecosystem.
What you'll do:
- Analyze complex fraud detection cases, scenarios, and algorithms, utilizing analytical tools
- Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, and issue resolution and communication, with an emphasis on fraud cases
- 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
- Contribute to the improvement of the Support AI tools
- Initiate and build new tools, internal documentation, and processes to streamline fraud communication at the analyst case level
What you have:
- Experience in technical customer service, and superior communication skills for complicated issues
- Advanced- SQL
- Ability to understand business sensitivities and the context beyond the data. Not only the technical aspects of a problem
- BSc/ BA in Computer Science, Industrial Engineering, Information Systems, or an equivalent degree
- 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
Bonus Points:
- 3+ years of experience in an Ad-tech company
- Experience in Python
- Data analyzing experience
- Ability to communicate in Russian or other languages
- Introduced by an AppsFlyer team member
- Familiarity with the Ad-tech fraud eco-system
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
