Responsibilities
- Handle Tier 2/3 technical escalations from Frontline Support Specialists by triaging and resolving complex issues in ad serving, data pipelines, and ML infrastructure.
- Conduct structured Root Cause Analysis on production issues such as campaign delivery failures, budget pacing anomalies, fill rate degradation, and ROAS fluctuations using service logs and operational metrics.
- Lead incident response for ads service disruptions by scoping impact, coordinating with engineering teams, and ensuring resolution within SLA.
- Write postmortem documents and track remediation actions to prevent future occurrences.
- Create and maintain diagnostic playbooks and runbooks to enable Frontline Support Specialists to resolve more issues independently over time.
- Develop internal tools and automation scripts for detecting, diagnosing, and reporting issues.
- Define and monitor operational KPIs like MTTR, escalation rate, and recurrence rate to enhance support efficiency.
- Collaborate closely with the Customer Engineering team to ensure smooth issue handoffs, shared customer context, and aligned escalation workflows.
- Contribute to internal and external documentation to scale organizational knowledge.
- Review technical integrations during new platform onboarding and identify potential operational risks early.
Requirements
- Minimum 6 years of professional experience in technical support, solutions engineering, or software engineering.
- Strong troubleshooting skills and ability to analyze large-scale datasets, including writing and interpreting complex queries in large data warehouse environments.
- Hands-on experience with API integrations and distributed systems, including REST API debugging, log analysis, and understanding service interactions at scale.
- Proven experience handling technical escalations by breaking down complex problems methodically and driving structured resolutions.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Fluency in English.
Nice to Have
- Experience in AdTech or retail media domains such as DSP, SSP, ad serving, or attribution is highly desirable.
- Familiarity with monitoring and observability tools like Datadog.
- Experience as a founding member or early contributor in building new teams, systems, or operational processes (zero-to-one experience).
- Familiarity with scripting and AI tools for automation and process enhancement.
- Multilingual communication skills for global support environments.
