Technical Support Engineer (AI SaaS)

About Appier
Appier is an AI SaaS company on a mission to make AI easy, by making software intelligent. Founded in 2012, Appier has 17 offices across APAC, U.S. and Europe and is listed on the Tokyo Stock Exchange. Visit www.appier.com for more information.

About the role

The Technical Support Engineer works with the Enterprise Solutions products to assist clients with integrating Appier solutions to achieve their business goals. You will also explain and conduct data analysis on business-critical metric investigations and system capabilities.

Responsibilities

• Responsible for day-to-day customer care and administration of Appier’s products from a technical perspective
• Handle escalated technical issues, capable of troubleshooting and resolving said issues.
• Deep dives into our customers' business cases, data, and constraints and ensures the optimal usage of Appier’s AI product solutions
• In-depth knowledge of Appier enterprise products: you are familiar with all of the details from development, service operation to the sales strategy. 
• Work with Product and Customer Success teams to support successful adoption of Appier's enterprise solutions, including providing appropriate documentation, technical guidance
• Develop solutions for customers by working out existing product upon data integration, service application recommendations
• Discuss the product definition, implementation, operation and clarify issues with customer and consolidate the feedbacks to product team on behalf of the customer
• Optimize business outcomes for customers by leveraging Appier’s AI and data assets

Qualifications

• Relevant degree in computer science, statistics or any other relevant engineering degrees. 
• Application development experience in either iOS/Android
• 3+ years of relevant work experience. Martech and CSP experiences are preferred.
• Comfortable English fluency - this role will require both spoken and written English for internal communication
• Passionate about data. Deep dives into data and is able to find data discrepancy, conduct data gap analysis.
• Hands on and has solid experience in Javascript/Python/SQL, or NOSQL databases with minimal support.
• Self-motivated, independent learner, and able to prioritize daily tasks in a fast-growth environment
• Demonstrate knowledge in web/app tracking or data analytics (Plus)
• Client-side engineering experience (Plus)
• Demonstrate capability in communication with clients, cross team collaboration
• Demonstrate knowledge in digital marketing, CRM, marketing automation, DMP, or cloud, CRM, CDP, Data Warehouse, Data Mart or dat a mining (Plus)

Why join us?

We believe in building a great working environment where passionate individuals can give their best, and to work with a talented team. To reward Appiers for their contribution, we also work hard to offer perks and benefits to make their life better.

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