We are looking for a Senior Support Engineer to join our Israel-based support team. This role is critical to maintaining excellent service for our English and Hebrew-speaking customers, handling complex technical and customer-facing issues independently, and helping the team adapt to the next generation of AI-enabled support workflows.

The ideal candidate is a strong hands-on problem solver, an excellent communicator in Hebrew and English, and a senior team player who can elevate team quality, partner closely with leadership, and contribute to improving our internal tools, AI-based workflows, and support processes.

This is a hands-on senior individual contributor role with broad impact. In addition to resolving complex customer issues end to end, this person will help shape how support operates in an evolving environment that increasingly includes automation and AI-assisted workflows and tools.

Why this role matters

Israel is a critical support hub for our business. Some of our customers require high-quality support in Hebrew, especially in complex or sensitive cases where local language, context, and live communication are essential.

At the same time, the support role is becoming more complex. AI-based tools and automation are becoming part of daily work, raising the bar for ownership, judgment, adaptability, and cross-functional collaboration. We need a senior team member who can thrive in this environment, help the team adopt new ways of working, and contribute to improving the tools and processes we use.

What you’ll do

• 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.

What we’re looking for

• 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.

Bonus Points

• Familiar with the Ad Tech industry 
• Introduced by an AppsFlyer employee

As a global company operating in 19 countries across 5 continents, 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

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.

We’re looking for a technically savvy person who understands the importance of customer-oriented and responsive support services. We believe that we’re successful only when our customers thrive. The right talent will be a natural problem-solver and a strong communicator. This individual would also work closely with AppsFlyer’s R&D, Customer Success and Product Teams. This individual will also impact the product's evolution by providing feedback that can be integrated into future product development.

Please submit your CV in English.

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 poc for select VIP customers, working closely with the sales and business teams.

What You Have

• Passion for solving customer issues in a fast-paced environment
• 2+ years of experience with technical support / QA / data analysis/development/ technical account management
• Experience in SQL querying and analyzing data
• Knowledge of at least one programming language
• Business Proficiency in English
• Ability to handle communications between clients, internal business teams and engineering teams
• Ability to learn new technologies quickly
• Ability to multitasking and work independently
• Structured and process-oriented

Bonus Points

• Web/Mobile marketing and/or digital advertising experience
• Mobile development / testing (iOS, Android) experience
• Familiar with Big data technologies
• Familiar with working with different APIs
• Experienced in LLM and AI Agent

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

What is #LifeatAF? How can we crystalize its DNA into one eye-catching sentence for you? Our culture is defined by our people! Everyone is an approachable professional, tenacious and versatile, a challenging team member, and a respected and valued mentor.

Do you enjoy solving complex technical problems?
AppsFlyer is looking for a technically savvy rock star who understands the value of being customer-oriented, and can deliver exceptional support services to our customer base.

The right candidate should be a natural problem-solver and a strong communicator. This person will work in close collaboration with AppsFlyer’s R&D, Customer Success and Product Teams. This role will engaged in cross department projects and strongly influence the product's evolution by providing valuable feedback to help shape the future of our product development.

What you'll do:

• Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution and communication
• Serve as point of contact for 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; training, ensuring support readiness for new feature releases, etc.
• Being a technical advocate for our VIP customers, working closely with the customer success and business teams

What you have:

• Passion for solving customer issues in a fast paced environment
• 5+ years of experience with technical support / QA / data analysis/ development/ technical account management
• Experience in SQL querying and managing data
• Knowledge of at least one programming language
• Excellent written and verbal communication skills
• Ability to handle communications between clients, internal business teams and engineering teams
• Ability to learn new technologies quickly
• Ability to multitasking and work independently
• Structured and process-oriented

Bonus Points:

• Web / mobile marketing and digital advertising experience
• Background in web/ SDK/ Mobile development or QA
• Familiar with Big data technologies
• Familiar with working with different APIs
• Experienced in LLM and AI Agent

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