Senior Technical Operations Engineer

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.

Key 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:

Must-Have:

• 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, 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

Nice-to-Have:

• Experience working with ad monetization and mediation platforms

• Experience supporting retention or enterprise-level partners

• Experience building support automations, internal tools, or AI-assisted workflows

• Familiarity with mobile attribution and analytics platforms

• Experience collaborating closely with Product, QA, Engineering, and UA teams

• Understanding of mobile game publishing, live operations, or release workflows

• Experience improving support processes, documentation, and operational standards

• Basic scripting or automation skills are a plus