Senior Technical Operations Engineer, Part-time

Responsibilities

• 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 expedite 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

• 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, Test Flight, 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.