Director of Support Engineering

Bangalore

We’re looking for a technically savvy rockstar who understands the importance of customer-oriented and responsive support services. This is an opportunity to jumpstart AppsFlyer’s APAC Support Teams and lead the way by continuing AppsFlyer’s reputation of stellar customer service. We believe that we’re successful only when our customers thrive. This individual would work closely with AppsFlyer’s Engineering, 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.

Responsibilities

This position requires you to be a self-starter, hands-on, and have strong multitasking skills. The right candidate will thrive in a fast-paced environment, using a mix of technical skills, strong customer facing communication style, and with focus on process and system refinement. You will be tasked with driving successful outcomes for our Customers. Key responsibilities include:   

  • Lead and scale a world-class customer support team in APAC
  • Lead strategic planning with Global Support, drive exceptional results in all areas within the support group
  • Develop internal tools and best practices for debugging and analyzing customer issues in a more expedient and efficient way
  • Train, mentor and motivate your team by leading by example
  • Identify emerging issues, communicate them  to  the relevant team and contribute to internal and external knowledge base systems as necessary
  • Build and maintain internal relationships, specifically with Engineering to help identify, report, and resolve issues quickly

Minimum Qualifications
  • B.E. in Computer Science or equivalent technical experience
  • 5+ years of experience in relevant SaaS or cloud based companies in a Support function
  • 2+ experience managing an engineering/support or similar team
  • Working knowledge of databases and SQL, organized and process-oriented with ability to drive resolutions working with multiple groups
  • Strong interpersonal skills with a customer success orientation (i.e., patience and calm under the pressure of solving a real time customer issues)
  • Strong written and verbal communication skills. Excellent ability to present complex technical information in a clear and concise manner to a variety of audiences, including non-technical

Preferred Qualifications
  • Experience in mobile marketing / Ad Tech
  • Engineering background
  • Being introduced by an AppsFlyer team member