Bucharest, Romania
Posted 1 month ago

Job description

Do you love solving (tech) problems? Then look no further as AdsWizz is hiring a Senior Technical Support Engineer based in Bucharest, Romania.  As a Senior Tech Support Engineer extraordinaire, you will be on the frontline of Adswizz’s customer care and support.  This champion will resolve complex technical issues with enthusiasm, composure under pressure and a customer first attitude. S/he should be comfortable translating complex technical issues into language that all levels of tech aptitude can understand. The Senior Tech Support Engineer focuses on handling inbound escalations/inquiries that range from simple best practices to digging into our platform tech – simply help us be the best in tackling client’s needs!

 

Specific job responsibilities include:

– Acts as a Single Point of Contact for all Customers/Partners (portfolio includes Publishers, AdNetworks, CDNs and Trading Desks) reporting issues or in need of technical assistance

– Provide support for customers via ticketing systems, e-mail, phone conferences and also live remote sessions using a Shakespearian English that even Shakespeare himself would be proud of

– Manage critical customer escalations and facilitate communication between customers and engineering

– Triage, diagnose, test, and replicate customer reported issues while proving a high tolerance to stress

– Issues that prove to be software defects need to be escalated to AdsWizz R&D, while providing a replication test bed and following up on the issue to resolution

– Help improve processes and tools

– Be a customer advocate for timely resolution of issues

– Create and curate knowledge-base articles and documentation to help other support folks and customers help themselves

– Provide technical support to Adswizz business teams

 

Experience and Job requirements:

– Bachelor degree from a leading Technical University: Computers Science, Mathematics, Business IT, or related discipline.

– 3+ years of customer facing technical experience preferably in either an online advertising or audio streaming company.

– Excellent combination of operational background and business acumen.

– Experience with Linux servers

– Aptitude to understand and analyze issues reported by various groups of customers; scale down the problem to the level of a system component

– Complex problem solving skills

– Familiar with support procedures, ticketing systems and customer portals

– Nice to have:

  • Experience with SQL and XML
  • Experience with scripting
  • Experience with network layer troubleshooting with tools like Wireshark and Charles
  • Experience with ticketing systems like Jira, Zendesk
  • Experience with streaming servers like Icecast, SHOUTcast, Wowza or FMS

– Ability in understanding systems architectures

– Hands on experience with software deployment and IT operations is a plus.

– Fluency in English, any other European language is an asset.

– Experience with emerging audio/video streaming technologies is a major advantage

 

Personality and basic qualifications:

– Strong organizational and analytical skills.

– Detail-oriented.

– Customer driven and problem solving orientation

– Excellent interpersonal communication (written and verbal) skills.

– A high degree of flexibility

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

– Ability to handle work in a fast-paced environment and to work with international teams.

– Open and flexible attitude to execute tasks at every level.

– International experience

 

Our offer (bonuses, benefits) – what’s in it for you:

– Casual & friendly working environment with opportunities to impact the company with your ideas and involvement, flexible working hours

– Technology diversity

– We celebrate our wins with Belgian chocolate & beers, great Californian and Romanian wines or just tap water but we celebrate each time we release new break-through software!

– Working in an international/multi-cultural team

– Competitive remuneration package

– Smart people all around that want to aim for the sky, real technical challenges

 

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Job Features

Job CategoryOperations, Tech Support

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