Support Engineer
App Annie
San Francisco

What can you tell your friends when they ask you what you do?

At App Annie, you will take a vital role working closely with our global user base of more than 700,000 app professionals, helping to solve problems, troubleshoot issues, and providing advice on the best practices for using our extensive product offering. You will also help to represent their voice internally and work closely with our engineers to fix bugs and our product managers to find opportunities for systemic improvement. You will be at the forefront of the fast-growing mobile and big-data industries and you will have the opportunity to work with the most dynamic companies in the world—from international multinationals to start-ups that are working on the next big thing—ensuring that each and every user’s experience with App Annie is always one that will turn them into App Annie advocates.

Day to day, you’ll be working as part of a globally distributed team, and you will learn the ins and outs of our products becoming the go-to expert for both users and App Annie team members. You will ensure that everyone of our users receives the highest level of customer service possible.

At App Annie, our vision is large and wide – the rise of the app industry marks a gravitational shift in content distribution – our aim is to create the new industry standard for app store analytics and market data. You need to be a driven individual and self-starter who can take the initiative in helping us achieve that goal.

How will you be doing this?

• Become the expert on the App Annie product offering, you will know the edge cases, all the tricks and how to get the most out of our products / applications
• Serve as a first line of contact for our user base
• Communicate with users to diagnose accurately and efficiently the causes of reported problems
• Provide engineers with information required to identify and correct bugs
• Create processes that can be used across the support team to improve speed of diagnosing and solving reported issues
• Prepare documentation and FAQs based upon product specifications
• Recommend product/feature improvements based upon analysis of reported issues
• Become an expert on apps and app publishing
• Work as part of a team to ensure that SLAs are met and continually improved upon

What will you bring to the team?

• 3-4 years experience in an Application Support Analyst position, where written communication was the primary method of correspondence
• Amazing English written communication skills, and strong oral communication skills
• Ability to learn extremely fast and to diagnose quickly potential issues through thorough understanding of products
• Solid understanding of a variety of web SaaS products including APIs
• Extreme attention to detail that allows you to distinguish between user error and product
• malfunction
• A passion for getting to the bottom of a problem and finding the root cause
• Dedication to getting the job done and meeting SLAs 
• Familiarity with working with colleagues and users across cultures, customs & geographies

 Preferred:

• Degree in Communications, Computer Science or other technical field
• Deep interest in mobile app market and analytics
• Bi-lingual
• Knowledge of agile engineering development processes such as scrum and Kanban
• Knowledge of software systems such as JIRA, Zendesk and Salesforce.

 What do we offer?

• Lots of responsibility + room for you to experiment and grow with the company.
• An international team of super-talented people from different cultural backgrounds (Beijing, San Francisco, Utrecht and more). 
• 15 days of paid leave, so long as you promise to come back!
• Competitive salary & stock options.
• Extended health and dental benefits