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Technical Services Engineer

Technical Operations | Manchester, England, United Kingdom | Full Time

Job Description

Cadent, a division of Cross MediaWorks,  is looking for a dynamic, highly motivated individual to support our growing EU footprint. As a Client Services Engineer on the Client Services team, you would play a critical role in ensuring Cadent’s European based customers get the greatest value from our offerings. You will participate in projects that have significant impact to Cadent and maximize customer prospects within the advanced advertising marketplace.  

 

About You:

 

  • In this kind of role, you understand that a sense of urgency is key
  • You are a multi-tasker who can manage multiple customer projects simultaneously
  • You have a keen sense and easily assess and prioritize customer requests and projects
  • You are always looking for ways to improve processes and procedures to maintain and improve customer satisfaction
  • You love learning about new businesses and products and take accountability for continued self-learning
  • You possess excellent communication, both verbal and written along with strong problem solving skills

 

What you will do:

 

  • Develop and maintain an in-depth knowledge regarding the capabilities of Cadent products and services
  • Building relationship with customers
  • Assist with the technical deployment of Cadent’s enterprise software including planning, installation, configuration, testing, training, tracking and documentation
  • Support Cadent customers with questions pertaining to Cadent products
  • Engage with Cadent partner teams to ensure and verify that campaign launches are successful
  • Proactively monitor production systems, and document trends and escalate issues
  • Provide Cadent customers with ongoing configuration support and troubleshoot technical issues, from simple campaign entry errors to lower level system diagnostics
  • Act as point of contact for production support  
  • Work closely with technical team members to determine custom product configuration or integration solutions
  • Constantly look for ways to improve existing process and procedures with the goal of meeting SLA and maintaining customer satisfaction
  • Develop custom shell scripts, SQL queries and other tools as required for troubleshooting and/or deployment
  • Document and communicate clear resolutions and requirements
  • Participate in a 24x7 weekly on-call rotation as required

Your Background:

 

  • 5+ years technical support experience in customer facing role or professional services experience
  • Extensive experience working with Linux operating systems and Java based applications
  • Hands-on experience with scripting languages (e.g. Linux shell script or perl)
  • Ability to work with cross-functional teams to drive issues/resolution towards resolution
  • Experience with trouble ticketing procedures and software tools
  • Demonstrated ability to maintain high service quality in keeping with service level agreements (SLAs), as measured through “time-to-respond,” “resolution time”, “root cause analyses”, and “irrevocable corrective actions”
  • Excellent problem solving skills
  • Excellent interpersonal and communication skills
  • Strong writing skills in order to document solutions for customers

 

Extra Credit if you have:

 

  • Comprehensive understanding of the online media marketplace
  • Experience in one of the following areas is a plus:
    • Working with cable TV/IPTV related technologies.
    • Working with digital ad servers and third-party creative tags (DFA, DFP, Atlas, etc.)
    • Direct experience using video ad serving platforms (Freewheel, Auditude, YuMe, Adap.tv, etc.)
    • Use of online ad-serving platforms and formats (DoubleClickX2JDart, Atlas, GAS, rich media, video, etc.)
  • Experience working with big data products such as Hadoop, Hive, etc is a plus.