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.
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.
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 .
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