Partner Svcs

Support Engineer III, Partner Services

Pasadena, California, United States
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The  Support Engineer is a client-facing OpenX product expert who works to provide creative and timely resolutions for technical issues, product fixes, and enhancements for existing partners, and supports OpenX’s platform technology. Based in Pasadena CA., this role reports to the Global Manager of Customer Support.

This role works closely with the rest of the global OpenX Support Team, QA, Product, Engineering, Sales, Solutions Architects, and Account Management teams to ensure that OpenX is delivering overall superior service and support. Success in this role hinges on strong cross-functional relationships within OpenX as stakeholders are located across various offices and time zones.

As a  Support Engineer, you will ensure partnership success through achieving, or exceeding, defined SLAs and KPIs, while maintaining the highest levels of customer satisfaction and retention.
 

Key Responsibilities

  • Provide post-implementation support to customers who use OpenX Ad Exchange, Bidder, Ad Server, SSP, PMP, Mobile, and Video products
  • Provide technical support to both supply and demand clients, sales engineers, and solutions architects via telephone, email, cases, or in person visits
  • Manage customer support cases on a daily basis, including verifying cases, isolating, reproducing, and diagnosing product behaviors to determine root-cause(s); issue workarounds and solutions
  • Works quickly and cross-collaboratively with Quality Assurance, Engineering, and Product teams to provide assistance in identifying, reporting and resolving customer-impacting product issues
  • Ensure seamless adoption of new product offerings, successful product releases, platform changes, and/or product enhancements, and gathering customer feedback for product managers
  • Continuously leverage knowledge gained about products to develop new scripts and tools to improve and enhance the support experience and speed of investigations
  • Author, edit, publish and maintain an online knowledge base of articles and known issues/solutions
  • Provide regular reports for management that measure the effectiveness of the technical support function
  • 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

 Required Qualifications

  • Strong experience in Internet technologies such as HTML, CSS, JavaScript, web servers, and other internet/networking-related protocols
  • Strong knowledge of common Linux commands and shell scripting
  • Advanced working knowledge of JavaScript, HTML, CSS, and browser DOM management
  • 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 (LiveHTTPHeaders, FireBug, Inspector)
  • Fundamental knowledge of TCP/IP and basic networking mechanisms
  • Strong experience with relational databases, including MySQL; ability to write advanced SQL queries
  • Strong experience in data analysis techniques using Excel, SQL, R/Shiny, or other advanced analytics
  • Familiarity with CRM or incident tracking systems such as Salesforce.com, Siebel, Remedy, Clarify, etc.
  • Experience building debug and testing tools and scripts to simplify investigations.
  • Knowledge of any or all of the following programming languages: Perl, PHP, CGI, XML, REST API
  • Excellent analytical and problem-solving abilities, and the ability to collaborate cross-functionally and coordinate directly with customers
  • At least three years (3) of technical support experience
  • BS or equivalent (Computer Science, Engineering, or related) and with a strong academic record

 Desired Characteristics

  • Organized, detail-oriented, and ability to multi-task and thrive within a fast-paced environment while continuously improving current business practices/processes

Company at a Glance

OpenX is focused on unleashing the full economic potential of digital media companies. We do this by making digital advertising markets and technologies that are designed to deliver optimal value to publishers and advertisers on every ad served across all screens.

At OpenX, we have built a team that is uniquely experienced in designing and operating high-scale ad marketplaces, and we are constantly on the lookout for thoughtful, creative executors who are as fascinated as we are about finding new ways to apply a blend of market design, technical innovation, operational excellence, and empathetic partner service to the frontiers of digital advertising.

OpenX Values

Our five company values form a solid bedrock serving to define us as a group and guide the company. Our values remind us that how we do things often matters as much as what we do.

We are one

One team. No exceptions. We are a group of strong and diverse individuals unified by a clear common purpose.

Our customers define us

We know our business flourishes or dies because of our customers.

OpenX is mine

We are all owners of OpenX. We stake our personal and professional reputations on the excellence of our work.

We are an open book

We are eager to teach and share what we know with others.

We evolve fast

We take risks and confront failure openly. We recognize and repeat success aggressively. We actively seek out and provide constructive criticism. Defensiveness is for weaklings!