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Applications Administrator, Customer Operations

Machine Zone (An AppLovin Company) is a global leader in mobile gaming, with a track record of delivering some of the world’s most successful mobile games including Game of War, Mobile Strike and Final Fantasy XV: A New Empire. We combine the power of technology and creative vision to create experiences that connect people from all corners of the globe. Machine Zone was acquired by AppLovin in May 2020.

AppLovin was named one of the Hottest Adtech Companies of 2021 by Business Insider, as well as a Certified Great Place to Work in 2021 and 2022. The San Francisco Business Times and Silicon Valley Business Journal awarded AppLovin one of the Bay Area’s Best Places to Work in 2019, 2020, and 2021. Our team members are regularly recognized for their work and leadership, including recent award wins in Business Insider’s Rising Stars of Adtech 2022, Glassdoor’s Top CEOs 2019, and the 2021 Women in Content Marketing Awards.

As an Applications Administrator, you’ll be part of a highly innovative team that believes that great technology is paramount to delivering best-in-class customer experience. You will ensure that our operational tools meet the needs of our employees, and will report into the Sr Global Director of Customer Support. You’ll play an integral role in the development and administration of our varied first party and third party tools, and you will partner with UX designers to develop and maintain best-in-class tools for our employees. You will also be responsible for administering all aspects of our intricate and complex Zendesk instance, including but not limited to all triggers, workflows, automations, and chat bots. The ideal candidate loves solving complex problems, and has an innate ability to dig deep with an incredible attention to detail.

What you'll be doing:

• Manage the implementation and administration of several Customer Operations tools, including our internal performance management, admin tools and ticket management systems.
• Serve as primary admin to our intricate multi-brand Zendesk account, always ensuring that documentation is maintained and easily accessible.
• Work with teams across Customer Operations to understand their needs and perform ongoing evaluation of our suite of operational toolsManage the vendor relationships for our operational tools. This will involve ongoing relationship management, and working with our vendors to ensure that our needs are prioritized and addressed
• Identify opportunity spaces where we would benefit from the use of new global operational toolsDevelop global processes and frameworks for managing operational tool access and changes
• Manage escalations related to our suite of operational tools

Your background and who you are:

• Bachelor's degree (B. S.) in Computer Science or related major field from four-year college or university; or 3 + years related experience and/or training; or equivalent combination of education and experience
• Experience with SQL and systems databases for report writing
• Demonstrated ability to be the subject matter expert in supporting, maintaining, and administering complex applications
• Excellent problem solving/analytical skills in complex situations, knowledge of analytical tools
• Ability to manage multiple projects simultaneously with solid time management skills
• Solid written and verbal communication skills
• Experience designing complex configurations and setups for technical tools

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AppLovin is an equal opportunity employer and considers qualified applicants without regard to race, gender, sexual orientation, gender identity or expression, genetic information, national origin, age, disability, medical condition, religion, marital status or veteran status, or any other basis protected by law.