San Mateo, California
Posted 2 months ago

Do you love helping people? Do you love solving problems? AdsWizz is hiring a Senior Technical Support Engineer based in our office in San Mateo, CA, US.  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!

 

Your Mission:

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

-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 AdsWizz engineering teams

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

-Help improve processes and tools

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

-Provide technical support to Adswizz Business Teams

-Develop technical specialties (major directions being Cloud Technologies and Streaming Services) that pave the way to career growth

 

You Have:

Passion and enthusiasm; willing to do whatever it takes to win

-Prior experience of customer-facing roles

-Complex problem-solving skills

-Familiarity with support procedures, ticketing systems and customer portals

– Ability in understanding systems architectures

-Experience with SQL, Linux OS and scripting, network troubleshooting (desirable but not mandatory)

– Experience with emerging audio/video streaming technologies (desirable but not mandatory)

– 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.

 

What’s in it for you:

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

– Technology diversity

– Working in an international/multi-cultural team

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

– Bonus program for excellence and achievement

 

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Job Features

Job CategoryTech Support

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