Technical Support Engineer (AI & Ad Tech)

Key Responsibilities:

• Investigate, triage, and resolve complex technical issues escalated from Tier 1 support.

• Analyze logs, databases, and system behavior to diagnose root causes.

• Act as a liaison between customers, engineering, and product teams to communicate bugs, feature requests, and system behavior.

• Document resolutions, workarounds, and diagnostic processes to improve support workflows and knowledge sharing.

• Monitor key system alerts and customer tickets to proactively address platform issues.

• Contribute to internal tools, automation, and scripts that improve support efficiency and reduce resolution time.

• Advocate for customer needs and ensure timely follow-through on issues and feature enhancements.

Minimum Qualifications:

• 4+ years of experience in technical support, DevOps with customer-facing responsibilities.

• Strong knowledge of Linux systems (command-line proficiency, log analysis, system debugging).

• Experience working in ad tech platforms such as DSPs, SSPs.

• Proficient in querying databases (SQL, Postgres, or MySQL).

• Understanding of advertising technology concepts, including ad serving, programmatic bidding, pixels, tracking, and reporting.

• Proven ability to manage and resolve customer issues effectively with a strong focus on customer satisfaction.

• Exceptional communication and interpersonal skills—you are empathetic, clear, and confident when working with customers and cross-functional teams.

• Ability to manage multiple priorities, work under pressure, and respond quickly in a fast-paced environment.

Preferred Qualifications:

• Familiarity with APIs (REST/JSON), and tools like Postman for testing.

• Exposure to scripting or automation (e.g., Bash, Python).

• Experience with cloud platforms, especially Google Cloud Platform (GCP) (Compute Engine, BigQuery, Stackdriver, etc.).

• Experience with monitoring/logging tools such as Datadog, Grafana, or Stackdriver.