Support Team Leader-India
Posted on: November 28, 2025 | #LI-Hybrid #LI-ND1
Company Name: Appsflyer.com
Division: Product | Reports to: Director of Support
Location: Bangalore, India | Employment Type: Full-Time
Schedule: Hybrid (4 Days in Office) | Experience Level: 08+ Years
About AppsFlyer
AppsFlyer is transforming how businesses around the world leverage data to drive growth and make smarter decisions. As a global leader in mobile measurement and marketing analytics, we partner with the world's most innovative brands and fastest-growing companies to unlock insights that fuel meaningful impact. With a presence spanning 25+ offices across the globe, our diverse team of passionate professionals is united by a singular mission: empowering our customers to succeed in an increasingly complex digital landscape.
At AppsFlyer, we believe that data is more than numbers—it's the key to understanding customer behavior, optimizing marketing strategies, and achieving sustainable business growth. Our cutting-edge platform provides brands with the tools they need to measure, analyze, and optimize their mobile marketing efforts with unprecedented precision and scale.
About the Role
We are seeking an exceptional Support Team Leader to join our Bangalore office and lead a talented team of experienced Support Engineers. This is a pivotal leadership position that sits at the intersection of technical excellence, operational efficiency, and customer success. You will be instrumental in scaling our Support function while maintaining the high standards of quality and responsiveness that our customers expect.
This role is designed for a leader who thrives in dynamic, fast-paced environments and has a proven track record of building high-performing teams. You'll be responsible for not just managing people, but for architecting the future of our support operations through strategic automation, innovative use of Generative AI, sophisticated dashboards, and powerful debugging tools.
The ideal candidate brings a unique combination of deep technical expertise, exceptional customer communication skills, and a relentless drive to optimize processes and eliminate inefficiencies. You understand that great support isn't just about solving problems—it's about preventing them, learning from them, and continuously elevating the customer experience.
What You Will Do
Team Leadership & Strategy
As a Support Team Leader, you will be the driving force behind a team of approximately 5 experienced Support Engineers. Your leadership will shape not only how the team operates day-to-day but also how it evolves to meet future challenges.
Build and Lead a World-Class Team:
- Recruit, onboard, mentor, and coach engineers who are passionate about solving complex technical challenges and delivering exceptional customer experiences
- Foster a culture of ownership, accountability, and technical excellence where every team member feels empowered to make decisions and drive outcomes
- Create personalized development plans that help each engineer grow their technical skills, customer communication abilities, and leadership potential
- Conduct regular one-on-ones, performance reviews, and career development conversations that inspire continuous improvement
Drive Operational Excellence:
- Collaborate closely with Support Management to define, track, and optimize team KPIs that align with broader business objectives
- Lead regular reporting cadences that provide visibility into team performance, customer satisfaction, and operational efficiency
- Build and scale internal workflows that leverage automation, real-time dashboards, Generative AI capabilities, and data-driven tooling to maximize team productivity
- Identify bottlenecks, inefficiencies, and opportunities for improvement, then design and implement solutions that deliver measurable impact
Customer Impact & Growth
While this is a leadership role, we believe the best leaders never lose touch with the frontlines. You'll remain hands-on with technical cases, especially those that are complex, high-impact, or strategically important.
Technical Excellence in Action:
- Jump into critical customer conversations when your expertise can make the difference between frustration and satisfaction
- Own the complete support lifecycle—from initial triage through root cause analysis, resolution implementation, and comprehensive stakeholder communication
- Drive resolution of the most complex technical issues across the entire AppsFlyer platform, working in close collaboration with Product, R&D, and Customer Success teams
- Serve as the technical escalation point for challenging cases that require deep platform knowledge and creative problem-solving
Strategic Customer Advocacy:
- Translate customer feedback and support trends into actionable insights that inform product roadmaps and engineering priorities
- Build strong relationships with key customers and internal stakeholders, serving as a trusted advisor on technical matters
- Ensure that every customer interaction—whether routine or critical—reflects AppsFlyer's commitment to excellence and customer success
What You Have
Required Qualifications
Professional Experience:
- 8–10 years of total experience in Technical Support, Client-Facing Engineering, or similar customer-focused technical roles, preferably within the SaaS B2B, MarTech, or AdTech industries
- At least 4 years in a people management capacity, with demonstrated success in building, leading, and scaling technical support teams
- Proven track record of driving operational improvements and implementing scalable processes in high-growth environments
Technical Expertise:
- Hands-on proficiency with SQL for data analysis, investigation, and troubleshooting
- Strong experience with REST APIs, including integration, debugging, and optimization
- Deep familiarity with Mobile SDKs and the technical challenges associated with mobile application development and analytics
- Solid understanding of mobile architecture, analytics data flows, attribution models, and common troubleshooting patterns in mobile ecosystems
Leadership & Communication:
- Exceptional stakeholder management skills with the ability to navigate complex organizational dynamics and build consensus across teams
- A calm, customer-first mindset that remains composed and solution-oriented even under pressure
- Outstanding written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences
- Natural coaching ability that brings out the best in team members and creates an environment where people want to excel
Bonus Points
We're always excited to meet candidates who bring something extra to the table:
- Industry Expertise: Experience in AdTech, MarTech, or the broader mobile ecosystem, with familiarity in attribution, measurement, privacy frameworks, or programmatic advertising
- Internal Network: Referred by an AppsFlyer team member who can vouch for your skills and cultural fit
- Global Perspective: Experience leading or building geographically distributed teams across multiple time zones and cultures
- Innovation Mindset: Track record of implementing cutting-edge solutions like AI-powered support tools, advanced automation frameworks, or predictive analytics
Why Join AppsFlyer?
AppsFlyer isn't just a workplace—it's a community of innovators, problem-solvers, and growth-minded professionals who are passionate about making a real impact. With 20 offices spanning the globe, we've built a truly international culture that celebrates diversity, embraces different perspectives, and thrives on collaboration.
Your Wellbeing Matters: We understand that our people are our greatest asset, which is why we've invested heavily in programs that support your physical, mental, and professional wellbeing:
- Be Well: Comprehensive mental health programs designed to support you through life's challenges
- Global Employee Exchange Program: Opportunities to work from different AppsFlyer offices around the world, broadening your horizons and building global connections
- Fitness Programs: Resources and initiatives that encourage physical health and work-life balance
- A Culture Where Ideas Thrive: At AppsFlyer, we believe that great ideas can come from anywhere. Here, titles don't define us—ideas do. You'll thrive in a culture where everyone's input is valued, where healthy debate is encouraged, and where your contributions directly shape the future of both our products and our company. We're building something special, and we want you to be part of that journey.
- Growth & Development: We're committed to your continuous growth. Whether you want to deepen your technical expertise, develop your leadership skills, or explore new areas of the business, we'll provide the resources, mentorship, and opportunities you need to achieve your career goals.
Ready to Make an Impact?
If you're a technical leader who's passionate about building exceptional teams, delivering outstanding customer experiences, and driving operational excellence at scale, we want to hear from you. Join AppsFlyer and help us shape the future of mobile measurement and marketing analytics.
Apply today and be part of something extraordinary.
AppsFlyer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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