Technical Support Specialist

19 hours ago

Los Angeles, California, United States OpenX Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our global support team in the US. As a Technical Support Specialist, you will be responsible for providing creative and timely resolutions for technical issues, product fixes, and enhancements for both internal OpenX commercial teams and external Publisher, DSP, and Buyer partners.

Key Responsibilities
  • 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, Siebel, Remedy, Clarify, etc.
Nice to Haves
  • Fundamental knowledge of TCP/IP and basic networking mechanisms
  • Comfortable navigating Unix console and knowledge of general shell commands
  • Experience building debug and testing tools and scripts to simplify investigations.
  • Familiarity with Google Cloud Platform services such as BigQuery, Logs Explorer and Cloud Storage.

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