Senior Support Engineer

תיאור המשרה

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