Senior Technical Operations Engineer – Mobile SDK Support (Part-Time Remote)

Job Overview

The Senior Technical Operations Engineer will act as a primary escalation point for complex technical issues affecting Appodeal Accelerator’s retention partners. The role covers production troubleshooting, client communication, AI-assisted support automation, documentation, and improvements to technical support operations.

Technical Investigations & Escalations

• Own complex investigations involving SDKs, monetization, mediation, attribution, and integrations.
• Perform detailed troubleshooting using logs, test builds, dashboards, device testing, and reproduction workflows.
• Develop clear root-cause analyses and actionable technical recommendations.
• Drive escalated retention-client issues from initial investigation through resolution.
• Identify technical blockers early and escalate them proactively when necessary.

Client Support Responsibilities

• Communicate directly with retention partners through Intercom and Jira.
• Provide technically accurate, clear, and client-ready status updates.
• Maintain strong responsiveness and ownership during escalations.
• Help maintain client confidence throughout ongoing technical investigations.
• Communicate with retention partners through Intercom, Jira, and Zoom calls.

AI & Support Automation

• Implement AI workflows designed to improve support efficiency and investigation quality.
• Automate repetitive support operations where appropriate.
• Improve troubleshooting workflows, templates, summaries, and escalation handling.
• Identify operational bottlenecks and opportunities to reduce manual workload.
• Use AI tools to improve investigations, documentation, support workflows, and operational efficiency.

Process & Operations Improvement

• Build scalable technical 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 issue-resolution speed.
• Take ownership of technical support operations rather than operating solely as a reactive ticket processor.

Required Qualifications

• 4+ years of experience in Technical Support, Technical Operations, Solutions Engineering, Support Engineering, or a similar client-facing technical role.
• Advanced written and spoken English.
• Strong experience troubleshooting mobile SDK integrations and technical issues in production environments.
• Experience supporting mobile applications or games involving monetization, mediation, analytics, attribution, or ad operations.
• Experience handling technical escalations and communicating directly with external clients.
• Strong debugging and investigation skills using logs, test builds, dashboards, device testing, and reproduction workflows.
• Ability to provide clear root-cause analysis and actionable technical recommendations.
• Strong ownership, prioritization, and escalation-management skills.
• Experience with support and technical tools such as Jira, Firebase, TestFlight, Android Studio, Xcode, Unity, Charles Proxy, or similar technologies.
• Experience using AI tools to improve support workflows, investigations, documentation, or operational efficiency.
• Ability to work independently in fast-moving and ambiguous environments.

Preferred Qualifications

• Experience with advertising monetization and mediation platforms.
• Experience supporting retention or enterprise-level partners.
• Experience building support automation, internal tools, or AI-assisted workflows.
• Familiarity with mobile attribution and analytics platforms.
• Experience collaborating closely with Product, QA, Engineering, and User Acquisition teams.
• Understanding of mobile game publishing, live operations, or release workflows.
• Experience improving support processes, documentation, and operational standards.
• Basic scripting or automation skills.

Tools & Technical Environment

• Jira
• Intercom
• Zoom
• Firebase
• TestFlight
• Android Studio
• Xcode
• Unity
• Charles Proxy
• Mobile SDK integrations
• Attribution and analytics platforms
• Monetization and mediation systems
• AI-assisted support workflows

About Appodeal Accelerator

Appodeal Accelerator works with mobile application and game developers across monetization, mediation, user acquisition, retention, analytics, and operational support.

The technical operations function also works with Appodeal’s mediation and monetization ecosystem, supporting SDK integrations, attribution, analytics, advertising operations, monetization setup, and production troubleshooting.

Remote Work

This is a part-time remote position listed for Europe. Appodeal has offices in Warsaw, Barcelona, and Parkland, Florida, as well as remote team members in multiple locations.

The supplied listing does not specify individual eligible European countries, required time zones, exact weekly hours, compensation, or work-authorization requirements.