# Senior Support Engineer

**Company**: AppsFlyer
**Location**: Warsaw
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/appsflyer/jobs/8899415002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b1289bf8-b06

## Description

We are looking for a Senior Support Engineer to join our globally distributed support team, as our first Support Engineer in Poland.

This role is critical to maintaining excellent service for our English-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 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.

## What you'll do

- Own complex technical and product-related support cases from investigation through resolution.

- Provide high-quality support to customers in 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 across our global support team 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, 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 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.

- This role requires existing authorization to work in Poland. We are not able to provide visa sponsorship.

## Skills

### Required
- SQL
- troubleshooting
- problem-solving
- communication
- AI tools
- API integration
- data analysis

### Nice to have
- Ad Tech industry
- Russian

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/appsflyer/jobs/8899415002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)