Support Engineer (Storyly)

If you enjoy solving real technical problems, working across mobile platforms, and making sure live products stay reliable, this role is built for you. Join a close team of experienced developers who power one of the most trusted platforms for thousands of users around the world.

As a Support Engineer, you'll own post sale technical quality and proactive support quality.

You triage requests, reports, issues, bugs and help turn into actionable fixes. Proactively, you'll be testing new SDK releases before they ship, and keeping Customer Success teams ahead of issues before they escalate.

You help architect the best workflows, build customer support automations, and own the documentation.

We love what we have been building and expanding. Our engineering team is not too small to be overloaded with lots of different things and not too big to get lost as a small part of a big machine. It's just right.

Support Engineering is where magic happens between the engineering ingenuity, product taste and customer championship.

The role is the core part of on a software product that has been meticulously built by an army of dedicated engineers and experts. It's about speed, functionality, and bulletproof quality.

Storyly

Developed by AppSamurai, Storyly is an content experience platform for mobile commerce, with GenAI capabilities. It powers content experience and user engagement in some of the leading brands around the world. Storyly delivers intelligent, interactive, and dynamic content journeys across their apps and websites. As we reimagine Storyly for the AI era, we’re building an agile, design-forward marketing engine that blends creativity, speed, experimentation, and technology.

Trusted by 400+ brands in 40+ countries, Storyly enables smart, goal-driven, and personalized content flows within apps and websites. Our SDK runs natively on iOS, Android, React Native, Flutter, and Web, powering interactive experiences that drive conversions, retention, and revenue.

• Own post-sale technical quality by triaging, investigating, and resolving issues, bugs and technical inquiries through Linear tickets
• Test new SDK releases before launch across iOS, Android, React Native, Flutter, and Web platforms to catch issues before they reach customers
• Monitor SDK and dashboard health to verify proper functioning and identify issues proactively
• Collaborate with the development team to diagnose root causes, reproduce issues, and escalate when necessary
• Alert Customer Success Managers and Technical Account Managers about recurring bugs, emerging patterns, or potential risks before they impact accounts
• Track and report on SLA KPIs, ensuring response and resolution times meet commitments
• Own internal technical documentation for support processes, known issues, troubleshooting guides, and SDK release notes
• Build reusable knowledge by documenting solutions to recurring problems, reducing future resolution time

• 3+ years experience in software engineering, QA Engineering, or support engineering experience
• Beyond entry level experience in coding agents, code discovery, bug reproduction, and documentation
• Experience in SaaS, mobile SDKs, issue tracking tools, ticketing tools is a big plus
• You have concrete understanding of libraries and design patterns for modern SaaS products
• Graduated from Computer Engineering, Software Engineering or other related faculties, or equivalent frontend development experience