Senior Technical Operations Engineer (part-time)

Appodeal, Inc.

Job Overview

Location

Europe (Remote)

Job Type

Full-time

Full Job Description

📋 Description

• Own complex technical support operations for retention partners as the primary escalation point for high-priority technical issues.
• Conduct deep technical investigations into SDK integrations, monetization systems, mediation platforms, attribution flows, and mobile app integrations using logs, test builds, dashboards, and device testing.
• Provide clear root cause analysis and actionable technical recommendations to clients and internal teams.
• Drive escalated client issues from initial report through to full resolution, ensuring timely and accurate communication.
• Communicate directly with retention partners via Intercom, Jira, and Zoom calls, delivering client-ready updates that maintain trust and confidence during investigations.
• Implement AI workflows and automation tools to improve support efficiency, investigation quality, and operational scalability.
• Automate repetitive support tasks, including template generation, summary creation, and escalation handling procedures.
• Identify operational bottlenecks in the support workflow and reduce manual workload through process optimization.
• Build scalable support processes and standardized escalation protocols for high-priority technical issues.
• Create and maintain comprehensive internal documentation for technical investigations, troubleshooting steps, and resolution patterns.
• Collaborate closely with Product, QA, and Engineering teams to accelerate resolution speed and improve product stability.
• Proactively identify blockers and escalate issues when necessary to prevent client impact or system degradation.
• Maintain high responsiveness and ownership during critical client escalations, ensuring minimal downtime and maximum client satisfaction.
• Continuously improve troubleshooting workflows, documentation standards, and client communication templates.
• Work independently in a fast-moving, ambiguous environment with minimal oversight while maintaining technical accuracy and operational excellence.
• Support mobile apps and games across multiple verticals, genres, and monetization models, including ad networks, mediation platforms, and analytics systems.
• Leverage tools such as Jira, Firebase, TestFlight, Android Studio, Xcode, Unity, and Charles Proxy to diagnose and resolve production issues.

🎯 Requirements

• 4+ years of experience in Technical Support, Technical Operations, Solutions Engineering, Support Engineering, or similar client-facing technical roles
• Advanced English communication skills (written and spoken) are mandatory
• Strong experience troubleshooting mobile SDK integrations and technical issues in production environments
• Experience supporting mobile apps or games with monetization, mediation, analytics, attribution, or ad operations
• Experience handling technical escalations and communicating directly with external clients
• Strong debugging and investigation skills, including working with logs, test builds, dashboards, device testing, and reproduction flows

🏖️ Benefits

• High Ownership – Own and shape technical support operations instead of working as a reactive ticket processor
• Operational Impact – Directly improve retention client experience, support scalability, and internal efficiency
• AI-Driven Environment – Actively work with automation and AI-assisted workflows to reduce manual operations and improve support quality
• Lean Team Structure – Collaborate closely with Product, QA, Engineering, and Publishing teams with fast decision-making and minimal bureaucracy
• Real Technical Challenges – Work on SDK integrations, monetization systems, attribution flows, mediation setups, and live production issues across multiple games and partners

Skills & Technologies

Android

Senior

Remote

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Appodeal, Inc.

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About Appodeal, Inc.

Appodeal is a supply-side monetization platform that enables mobile app publishers to manage and optimize ad inventory across multiple networks through a single SDK. It aggregates demand from major ad sources, applies real-time bidding, and provides analytics for revenue and user engagement. Founded in 2014, the company serves indie developers and large studios worldwide, offering mediation, user acquisition, and growth tools without requiring exclusivity or long-term contracts.

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