Lead Technical Support Engineer

  • Xconic,
  • San Mateo, CA
  • 1 month ago
digital advertising, technical support, integration, sdk, lead, linux, databases, client facing
Full Time
$120,000 - $130,000
Work from home not available Travel required to 10%.

Job Description

This is a direct hire position. Candidates local to SF Bay area need to respond as position requires onsite interview.

Lead TSE

The Lead Engineer focuses on handling inbound escalations/inquiries that range from simple ad operations best practices to our platform tech. On top of that, he/she is the face of the Tech-support team towards other departments inside the company.

You Will:

- Act as a Single Point of Contact for US Customers/Partners (portfolio includes Publishers, Ad Networks, CDNs and trading desks) reporting issues or in need of technical assistance

- Interpret customer needs, assess impact and prioritize accordingly

- Work closely with other groups of the Global Operations department, product and development teams to facilitate case resolution

- Interface with client Business & Technical Account Management teams to understand specific-customer needs, prioritize and propose solutions that will help drive Customer Satisfaction

- Manage the Tech-Support team workload and prioritize internal tasks

- Provide support for customers via ticketing systems, e-mail, phone conferences and live remote sessions when needed

- Manage critical customer escalations and facilitate communication between customers and client engineering teams

- Triage, diagnose, test, and replicate customer reported issues

- Assess and propose improvements to the Tech-Support processes and tools

- Drive knowledge-sharing and expertise gathering between Tech-support teams in different geographical locations

You Have:

- Passion and enthusiasm: willing to do every day what it takes to get the job done.

- B.A. in Computer Science, Mathematics, Business IT, or related discipline

- 3+ years of customer facing technical experience preferably in online advertising

- Proven ability for troubleshooting and problem-solving complex issues

- A combination of operational background and business acumen with proven ability to organize team and prioritize activities

- Ability to work in a diverse global environment, cooperating with multiple teams simultaneously

- Experience with Linux servers, SQL and scripting

- Familiarity with support procedures, ticketing systems and customer portals

- Hands on experience with software deployment and IT/networking operations

- Willingness to travel occasionally to our R&D Labs in Bucharest, Romania.

- Strong organizational and analytical skills.

- Excellent interpersonal communication (written and verbal) skills.

- International experience

Dice Id : 10444937
Position Id : 6196529
Originally Posted : 3 months ago
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