Support Engineer II

15 hours ago

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OpenX

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The most innovative independent supply-side platform.

Advertising Technology • Yield Optimization • Ad Serving • Ad Exchange • SSP

201 - 500

💰 Secondary Market on 2015-05

Description

• Provide post-implementation support to customers who use the OpenX Exchange, DSP Connection, and OpenAudience Platform, across web, mobile, video, and CTV formats. • Provide technical support to both supply and demand clients, and internal Account Management, Solutions Architects, Product, Engineering, and Sales teams. • Manage the support case queue on a daily basis, including case assignment, isolating, reproducing, and diagnosing product behaviors to determine root-cause(s); and implement solutions and workarounds to resolve. • Leverage OpenX database knowledge to write SQL queries, and scripts to deliver on custom reporting needs for both internal teams and external clients. • Conduct deep data analysis to solve discrepancies, troubleshoot issues, and provide actionable business insight and recommendations for key stakeholders. • Build data powered tools and dashboards that create efficiency, reduce SLA’s, and enable cross functional teams to do their jobs effectively. • Author, edit, publish, and maintain an online knowledge base of articles for known issues, solutions, scripts, and FAQ’s. • Participate in the design, development, and/or continuous improvements of key processes that facilitate the scaling of our business as our market and products grow.

Requirements

• At least 3-5+ years of technical support experience • BS or equivalent (Computer Science, Engineering, or related) and with a strong academic record • Strong problem solving and analytical skills to troubleshoot complex and non-standard types of issues • Strong experience with relational databases, general database concepts, and having the ability to write advanced SQL queries • Strong experience in data analysis techniques using Excel, SQL, Google Looker Studio, R or other advanced analytics • Strong experience in internet program languages and protocols such as SQL, JavaScript, HTML, CSS, and web servers. • Experience with internet programming and debugging; must be capable of reading, debugging, and editing object-oriented JavaScript, including DOM manipulation • Strong understanding of the HTTP protocol, and familiarity with HTTP response codes and their meanings • Familiar with common browser-based debugging tools (Chrome Developer Tools, LiveHTTPHeaders, FireBug) • Knowledge of any or all of the following programming languages: Python, PHP, Shell Script, XML, REST API • Familiarity with CRM or incident tracking systems such as Salesforce.com, Siebel, Remedy, Clarify, etc.