Senior Technical Operations Engineer, Part-time

Appodeal, Inc.

Senior Technical Operations Engineer responsible for complex technical support operations for retention partners. Act as primary escalation point for high-priority issues in a global remote environment.

Posted 5/26/2026part-timeRemote • 🇪🇺 Anywhere in EuropeSeniorWebsite

Tech Stack

Tools & technologies

AndroidFirebaseUnity

About the role

Key responsibilities & impact

Own complex technical support operations for retention partners
Act as the primary escalation point for high-priority technical issues
Technical Investigations & Escalations
Own complex SDK, monetization, mediation, attribution, and integration investigations
Perform deep troubleshooting using logs, test builds, dashboards, and device testing
Provide clear root cause analysis and actionable recommendations
Drive escalated retention client issues from investigation to resolution
Identify blockers early and escalate proactively when needed
Retention Client Support
Communicate directly with retention partners through Intercom and Jira
Provide clear, technically accurate, client-ready updates
Maintain high responsiveness and strong ownership during escalations
Improve client confidence during ongoing investigations
AI & Support Automation
Implement AI workflows to improve support efficiency and investigation quality
Automate repetitive support operations where possible
Improve troubleshooting workflows, templates, summaries, and escalation handling
Identify operational bottlenecks and reduce manual workload
Process & Operations Improvement
Build scalable support processes and escalation standards
Improve prioritization and response workflows for high-priority issues
Create and maintain internal technical investigation documentation
Collaborate with Product, QA, and Engineering teams to improve resolution speed

Requirements

What you’ll need

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
Ability to provide clear root cause analysis and actionable technical recommendations
Strong ownership, prioritization, and escalation management skills
Experience working with support and technical tools such as Jira, Firebase, TestFlight, Android Studio, Xcode, Unity, Charles Proxy, or similar
Experience using AI tools to improve support workflows, investigations, documentation, or operational efficiency
Comfortable working independently in fast-moving and ambiguous environments.

Benefits

Comp & perks

Continuous Learning and Growth
Making an Impact
Solving Exciting Challenges
Enjoying the Journey

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingroot cause analysisdebuggingSDK integrationmonetizationmediationattributionanalyticsescalation management

Soft Skills

communicationownershipprioritizationproblem-solvingcollaborationresponsivenessindependenceadaptabilityinvestigationclient-facing