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Technical Support Engineer

Operations | San Mateo, CA | Full Time

Job Description

Do you love helping people? Do you love solving problems? AdsWizz is hiring a Technical Support Engineer based in San Mateo, CA.  As a 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 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

-Bachelor’s degree or equivalent work experience: Computers Science, Mathematics, Business IT, or related discipline.

-2+ years as a support engineer working large scale systems

-Prior experience of customer interfacing roles

-Complex problem solving skills

-Familiarity with support procedures, ticketing systems and customer portals like Zendesk and Jira

-Willingness to work "shifted" work hours to allow some business hours overlap with North American partners is mandatory

-Experience with SQL, Linux OS and scripting, network troubleshooting, streaming servers like Icecast, SHOUTcast, Wowza or FMS

- Ability in understanding systems architectures

- Hands on experience with software deployment and IT operations

- 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, flexible working hours

- 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