Senior Technical Operations Engineer, Part-time

This is a fully remote position, open to applicants in Europe.

📋 Description

• Take charge of intricate technical support operations for retention partners.

• Serve as the main escalation point for critical technical issues.

• Conduct technical investigations and escalations.

• Manage complex inquiries related to SDK, monetization, mediation, attribution, and integrations.

• Execute thorough troubleshooting using logs, test builds, dashboards, and device evaluations.

• Deliver clear root cause analyses and actionable recommendations.

• Lead escalated retention client issues from investigation through to resolution.

• Recognize blockers early and escalate proactively as needed.

• Support retention clients directly.

• Engage with retention partners via Intercom and Jira.

• Provide clear, technically precise, client-ready updates.

• Maintain high levels of responsiveness and strong ownership during escalations.

• Enhance client confidence during ongoing investigations.

• Implement AI workflows to boost support efficiency and the quality of investigations.

• Automate repetitive support tasks wherever feasible.

• Refine troubleshooting workflows, templates, summaries, and escalation management.

• Identify operational bottlenecks and reduce manual workloads.

• Develop scalable support processes and escalation standards.

• Enhance prioritization and response workflows for urgent issues.

• Create and maintain internal documentation for technical investigations.

• Collaborate with Product, QA, and Engineering teams to expedite resolution.

⛳️ Requirements

• Over 4 years of experience in Technical Support, Technical Operations, Solutions Engineering, Support Engineering, or similar client-facing technical positions.

• Proficient English communication skills (both written and spoken) are essential.

• Extensive experience troubleshooting mobile SDK integrations and addressing technical issues in production settings.

• Background in supporting mobile applications or games involving monetization, mediation, analytics, attribution, or advertising operations.

• Proven experience in managing technical escalations and communicating directly with external clients.

• Strong debugging and investigative capabilities, including proficiency with logs, test builds, dashboards, device testing, and reproduction flows.

• Ability to deliver clear root cause analyses and actionable technical advice.

• Excellent ownership, prioritization, and escalation management abilities.

• Familiarity with support and technical tools such as Jira, Firebase, TestFlight, Android Studio, Xcode, Unity, Charles Proxy, or similar applications.

• Experience utilizing AI tools to enhance support workflows, investigations, documentation, or operational effectiveness.

• Comfortable working independently in a fast-paced and ambiguous environment.

🏝️ Benefits

• Opportunities for continuous learning and professional growth.

• Contribute to impactful projects.

• Engage in solving exciting challenges.

• Enjoy the journey of your professional development.