Support Engineer(reporting to Customer Success)Location: BeijingThe RoleCan you help us make our users happy?App Annie offers world class Analytics and Market Data products for mobile app professionals - developers, publishers, journalists, investors, hobbyists, marketers and more. App Annie users rely on our products and services to understand how their own apps are performing, as well as understanding the global app economy, across a variety of platforms including app stores such as the Apple App Store and Google Play, as well as dozens of advertising platforms such as Facebook, Flurry and Chartboost.We are looking for someone who knows a lot about mobile apps, has experience in providing unforgettable customer service and wants to work as part of a dedicated team in a fast growing company where opportunity abounds. We need your help to support App Annie users to get the most out of our products and services, especially our Analytics and Store Stats product lines, by answering questions, proactively solving problems, designing and refining processes to keep us efficient, and most of all delivering amazing experiences by going above and beyond our users’ expectations.At App Annie, you will take a vital role working closely with our global user base of more than 320,000 app professionals, helping to solve problems, troubleshoot issues, and providing advice on the best practices for using our extensive product offering. You will also help to represent their voice internally and work closely with our engineers to fix bugs and our product managers to find opportunities for systemic improvement. You will be at the forefront of the fast-growing mobile and big-data industries and you will have the opportunity to work with the most dynamic companies in the world—from international multinationals to start-ups that are working on the next big thing—ensuring that each and every user’s experience with App Annie is always one that will turn them into App Annie advocates.Day to day, you’ll be working as part of a globally distributed team, and you will learn the ins and outs of our products becoming the go-to expert for both users and App Annie team members. You will ensure that everyone of our users receives the highest level of customer service possible.At App Annie, our vision is large and wide – the rise of the app industry marks a gravitational shift in content distribution – our aim is to create the new industry standard for app store analytics and market data. You need to be a driven individual and self-starter who can take the initiative in helping us achieve that goal.In this role you will be expected to:- Become the expert on the App Annie product offering, you will know the edge cases, all the tricks and how to get the most out of our products- Serve as a first line of contact for our user base- Communicate with users to diagnose accurately and efficiently the causes of reported problems- Provide engineers with information required to identify and correct bugs- Create processes that can be used across the support team to improve speed of diagnosing and solving reported issues- Prepare documentation and FAQs based upon product specifications - Recommend product/feature improvements based upon analysis of reported issues- Become an expert on apps and app publishing- Work as part of a team to ensure that SLAs are met and continually improved uponYouA natural communicator with the written word, a dedicated team player, a faster learner with a hunger to understand how things work, you love helping people find solutions to their problems.Essential:- 2+ years experience in a customer support position, where written communication was the primary method of correspondence- Amazing english written communication skills, and strong oral communication skills- Ability to learn extremely fast and to diagnose quickly potential issues through thorough understanding of products- Solid understanding of a variety of web SaaS products including APIs- Extreme attention to detail that allows you to distinguish between user error and product malfunction- A passion for getting to the bottom of a problem and finding the root cause- Dedication to getting the job done and meeting SLAs- Familiarity with working with colleagues and users across cultures, customs & geographiesPreferred:- Degree in Communications, Computer Science or other technical field- Deep interest in mobile app market and analytics- Bi-lingual (English & Chinese)- Knowledge of agile engineering development processes such as scrum and kanban- Knowledge of software systems such as JIRA, Zendesk and Salesforce.

App Annie 是移动应用和数字内容时代数据分析和市场数据的行业领导者。我们的平台帮助企业主、市场人员和投资者了解其自身应用业务状况以及整个应用市场的趋势，帮助他们更好地制定产品、国际化、营销和投资策略相关的市场决策。排名前 100 的应用发行商中，超过 90% 选择使用 App Annie 的产品和服务，共有超过 60 万应用使用 App Annie Analytics 工具追踪下载量、收入、排名和评价。