Senior Technical Operations Engineer (part-time)

Responsibilities

• 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

• 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, Uni

Benefits

Additional Information

Appodeal is a dynamic US-based product company with a truly global presence. We have offices in Warsaw, Barcelona and Parkland (FL), along with remote team members located around the world. Our company thrives on diversity, collaboration, and innovation, making us a leader in the mobile app monetization space. Why Appodeal? At Appodeal, we're more than just a company-we're a team united by a common mission: Help people discover and grow their talents through products that enable successful mobile app businesses! We take pride in our cutting-edge product and our internationally dispersed team of talented professionals. Here's what we value, and what we hope you do too: Continuous Learning and Growth: We are passionate about learning, growing personally, and building rewarding careers. Making an Impact: We are committed to building a history-defining company that leaves a lasting impact on the mobile app industry. Solving Exciting Challenges: We tackle complex problems every day, supported by a team of world-class professionals and mentors. Enjoying the Journey: We believe in having fun while working toward our goals. Appodeal Accelerator is a fast-growing division of Appodeal focused on helping mobile app and game developers scale through monetization, mediation, user acquisition, retention, analytics, and operational support. We work both with game studios and app publishers, supporting projects across multiple verticals, genres, and monetization models. We're not a service provider - we act as a strategic growth and product partner. Our team helps partners improve monetization performance, technical stability, retention, testing quality, creative performance, and operational scalability. Beyond publishing support, we also work deeply with Appodeal's mediation and monetization ecosystem, helping partners with SDK integrations, attribution, analytics, ad operations, monetization setup, and technical troubleshooting. We operate as a lean, high-impact team where ownership, speed, technical quality, and continuous process improvement are core to how we work. We are looking for a Senior Technical Operations Engineer for part-time work to own complex technical support operations for retention partners and act as the primary escalation point for high-priority technical issues. This role combines: technical troubleshooting, retention client communication, support process ownership, AI and automation implementation, operational improvements across the support workflow. The ideal candidate is highly independent, operationally strong, technically hands-on, and comfortable driving complex investigations with minimal oversight.

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