Support Engineer, GCR

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 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 and ensuring support readiness for new feature releases
• Act as technical account manager for select VIP customers, working closely with sales and business teams

Requirements

• Passion for solving customer issues in a fast paced environment
• At least 3 years of experience with technical support / QA / data analysis / development / technical account management
• Experience in SQL querying and managing data
• Native Chinese speaker fluent in English
• Structured and process-oriented
• Mature communication skills that can smoothly handle communications between client, internal business teams and R&D teams in headquarter
• Ability to learn new technologies quickly
• Multitasking and ability to work independently

Tech stack