Senior Support Engineer - AppsFlyer

5+ years of experience in technical support, support engineering, or similar customer-facing technical roles in a SaaS or technology environment. Strong troubleshooting and problem-solving skills, with the ability to work through complex cases independently. Strong SQL skills and experience writing complex queries for investigation and troubleshooting. Experience working with logs and performing deep technical and data analysis. Experience working with APIs, including reading documentation, testing requests, and troubleshooting integrations. Excellent written and verbal communication skills in Hebrew and English. Ability to manage ambiguity, prioritize effectively, and maintain sound judgment under pressure. A proactive, ownership-driven mindset with a strong focus on customer impact. Comfort using AI tools in daily workflows, with curiosity about how automation and AI-assisted work can improve support. Willingness to test new tools, challenge existing processes, and help the organization learn how to work better with AI.

Own complex technical and product-related support cases from investigation through resolution. Provide high-quality support to customers in Hebrew and English across written and live interactions. Handle ambiguous, high-impact, or cross-functional issues with strong judgment and minimal supervision. Act as a senior point of contact for escalations, sensitive customer situations, and priority cases. Mentor teammates by sharing knowledge, setting a high bar for case handling, and helping improve team practices. Use AI-based tools and internal tools effectively in day-to-day work to improve speed, quality, and consistency. Help to define, maintain and improve support agents, AI-assisted tools, bots, workflows, automations and documentation to improve support effectiveness. Identify opportunities to reduce friction, improve self-service, and optimize internal support flows. Collaborate with Product, R&D, Customer Success, TPE, and other internal stakeholders to resolve issues and improve the customer experience.

5+ years of experience in technical support, support engineering, or similar customer-facing technical roles in a SaaS or technology environment. Strong troubleshooting and problem-solving skills, with the ability to work through complex cases independently. Strong SQL skills and experience writing complex queries for investigation and troubleshooting. Experience working with logs and performing deep technical and data analysis. Experience working with APIs, including reading documentation, testing requests, and troubleshooting integrations. Excellent written and verbal communication skills in Hebrew and English. Ability to manage ambiguity, prioritize effectively, and maintain sound judgment under pressure. A proactive, ownership-driven mindset with a strong focus on customer impact. Comfort using AI tools in daily workflows, with curiosity about how automation and AI-assisted work can improve support. Willingness to test new tools, challenge existing processes, and help the organization learn how to work better with AI.