App Annie is hiring a

Senior Support Engineer

San Francisco, United States

Can you help us make our users happy?

App Annie offers world class Analytics and Market Data products for mobile app professionals - developers, publishers, journalists, investors, hobbyists, marketers and more.  App Annie users rely on our products and services to understand how their own apps are performing, as well as understanding the global app economy, across a variety of platforms including app stores such as the Apple App Store and Google Play, as well as dozens of advertising platforms such as Facebook, Flurry and Chartboost.

We are looking for someone who knows a lot about mobile apps, has experience in providing unforgettable customer service and wants to work as part of a dedicated team in a fast growing company where opportunity abounds.  We need your help to support App Annie users to get the most out of our products and services, especially our Analytics and Store Stats product lines, by answering questions, proactively solving problems, designing and refining processes to keep us efficient, and most of all delivering amazing experiences by going above and beyond our users’ expectations.

 

What you can 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
  • Communicate with users to diagnose accurately and efficiently the causes of reported problems
  • Prioritize multiple outstanding client issues to ensure compliance with our published SLAs
  • Serve as an escalation point for issues with our core and paid products
  • Provide product team and engineers with information required to identify and correct bugs
  • Drive issues to resolution through following up with appropriate stakeholders
  • Communicate effectively with Sales and Customer Success teams to ensure all stakeholders are aware of relevant client issues
  • Create Software Requirement Documents (SRDs) to recommend product/feature improvements based upon analysis of reported issues
  • Identify areas for process improvement 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
  • 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?

 Essential:

  • 4-6 years experience in a customer support 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?

  • Stock options and competitive compensation.
  • All the tech tools you need to succeed: a new smartphone, Fitbit, and Mac laptop.
  • Daily catered lunches, snacks, fruit, good coffee and other stuff to help you get through the day.
  • A beautiful office located in the heart of downtown SF within walking distance of the Montgomery BART station and other public transportation routes.
  • A 401(K) plan to help you plan for your future.
  • Great health, dental and vision insurance packages to fit your needs to ensure you’re happy and healthy.
  • Yearly fitness stipend and Fitbit competitions that will keep you up and moving.
  • Commuter benefits that make getting to and from work a breeze.
  • Working a little later? We’ll cover your dinner and ride home.
  • Employee referral bonuses so you’ll get the opportunity to work with friends (and get some extra cash in your pocket!).

 

Why choose App Annie?

App Annie delivers the most trusted app data and insights for your business to succeed in the global app economy. Over 700,000 registered members rely on App Annie to better understand the app market, their businesses and the opportunities around them. The company is headquartered in San Francisco with 450 employees across 15 global offices. App Annie has received $157 million in financing, including from investors such as e.ventures, Greenspring Associates, Greycroft Partners, IDG Capital Partners, Institutional Venture Partners and Sequoia Capital. Learn more at www.appannie.com.

App Annie is an international team of super-talented people from different cultural backgrounds (Beijing, San Francisco, Vancouver and more). We offer lots of responsibility in your role, and room for you to grow with the company. And beyond personal growth, you’ll help make a great impact on App Annie’s success as a whole. With regular exposure to C-level executives, VPs, and Silicon Valley entrepreneurs you’ll have the opportunity to learn a ton from experts in their fields.

Yes, I want this job!

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