Technical Support Engineer

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. **Please note that this role requires working an evening shift: either 15:00–00:00 GMT+2, which corresponds to 06:00–15:00 Pacific Time, or 17:00–02:00 GMT+2, which corresponds to 08:00–17:00 Pacific Time.** ## **What you will do:** - 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. ## **About you:** - 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's in it for you** - Strong product with industry-best metrics. Adapty is among the top 5 fastest-growing SaaS companies. - Exceptional compensation directly tied to your results. - Direct communication and ownership. No bureaucracy, no politics, just impact. - Flexible remote work. Join us from anywhere or work onsite in our Belgrade or London offices. - Professional support. Language learning, sports, health insurance, laptop coverage, and more.