Technical Support Engineer Job at Adapty.io

Job Description

At Adapty, we make it easy for mobile apps to manage in-app purchases and paywalls. We power 20K+ apps, process $2B+ in subscriptions every year, and have been growing fast for the last four years. Our mission is simple: make apps rich. We are a team of 210+ passionate, product-driven people who love solving big challenges. Backed by top investors like 500 Startups and Surface Ventures, we are building one of mobile’s fastest-growing SaaS companies and aiming for number one worldwide. Support is where Adapty’s customers and our engineering team meet. As a Technical Support Engineer on the L2 team, you independently resolve the majority L2 cases and dig into the trickier ones — subscription, SDK, and integration issues — using logs, SQL, and API tools. You are the bridge to engineering: you investigate root cause, reproduce problems, and write bug reports developers trust, all while keeping our SLA and CSAT high for B2B customers who build their revenue on top of us.

Job Responsibility

Independently own the majority standard L2 support cases end to end
Investigate mobile subscription, SDK, and integration issues using logs, SQL, and API tools (Postman)
Act as the bridge to engineering — reproduce issues and write bug reports developers can act on
Meet response SLA (≥90%) and resolution-time targets while keeping CSAT ≥95%
Escalate with discipline: investigate root cause before passing anything to L3
Contribute to internal documentation and knowledge sharing
Provide reliable async coverage with clear handover notes, including night shifts.

Requirements

1+ year in 2nd-line (L2) support within a B2B environment
Basic SQL and API knowledge to navigate logs and databases
A patient, clear communicator who thrives in daily written customer interactions
English Intermediate+ with strong written English across async channels
Escalation discipline — you investigate before handing off.

Nice to have

Basic knowledge of mobile development or vibe-coding
Experience reading server / SDK logs
Familiarity with App Store / Play Store billing, StoreKit, and IAP edge cases
Experience with remote work and clean handover habits.

What we offer

Strong product with industry-best metrics
Exceptional compensation directly tied to your results
Direct communication and ownership
No bureaucracy, no politics, just impact
Flexible remote work
Professional support (Language learning, sports, health insurance, laptop coverage, and more).

Adapty.io - All Job Offers