The Role

TripleLift is seeking an Application Reliability Engineering Lead to help lead our international team of Solutions Engineers.

This candidate will be responsible for ensuring that external clients are incredibly satisfied with the TL platform, and work with internal stakeholders to ensure smooth running of the department in day-to-day operations. This candidate will sit in the middle of the TL organization, serving as the common connection among all groups at TL.

The TL Application Reliability Engineering lead exhibits deep product expertise across the platform, is highly responsive, and exhibits professional communication, creative problem-solving, and effective coordination of internal resources. This role is perfect for someone who desires to learn and navigate the full platform and utilize various skill sets to resolve issues and identify ripe opportunities for improvement. The candidate should be intrinsically motivated in seeing the escalations queue reach 0.

This Application Reliability Engineering Lead has a passion for understanding technology, increasing client happiness, resolving complex technical problems, and driving their team to meet its full potential. This individual must be able to creatively troubleshoot, identify systemic issues, as well as effectively communicate with internal and external stakeholders. The ideal candidate is a team player and established leader, who has a positive attitude and can easily switch from coaching on coding excellence, to resolving workflow issues with a strategic partner. The ideal candidate also has experience a an Project Manager, and is comfortable putting the mentor hat on to guide the team.

Responsibilities

• Queue quality ~ 25% allocation

  • Admin items

    • Ensuring workloads are evenly distributed

    • Ensuring ticket best practices are followed

  • Metric reviews

    • Mean Time to Resolve (MTTR) monitoring

    • Customer Satisfaction survey reviews

    • Weekly ticket audits.

• Incident + Problem management ~ 25%

  • Projects

    • Monitoring progress

    • Updating and reviewing documentation

    • Communicating with stakeholders and participants on projects.

  • Incident Management

    • Ensuring the correct process is being followed

    • Ensuring communication standards are being met

    • Ensuring postmortems are written

    • Ensuring follow-up action items (postmortems, post-review actions) are being executed.

  • Complex Issues / Problem Management

    • Identifying patterns in tickets and wider problems via pattern recognition

    • Communicating with stakeholders on problem status and updates.

    • Executing and managing action items.

    • Writing documentation relating to major problems, including progress reports.

• Organizational syncs - 25%

  • Liaising with stakeholders/leads in other teams to discuss continual improvement.

  • Conducting 1:1 meetings with Direct reports and steering meetings.

• Miscellaneous - 25%

  • Working on Personal projects, such as:

    • Commissioning and contributing to internal tools that empower stakeholders to execute faster and answer their own questions.

    • Working on projects relating to continual improvement of our processes, cross-team workflows and optimisation of problem and incident management systems.

  • Working on Personal tickets, which include:

    • Provide platform-wide technical support and product solutions to internal stakeholders;

    • Understand the technical and commercial flows across products to motivate product improvements and efficiency in team triage;

    • Manage customer escalations, which includes verifying cases, analyzing data, isolating and diagnosing the problem, and resolving the issue where possible;

    • Coordinate with Product, Engineering, and other specialist solutions teams in identifying, reporting, and resolving product issues and wider problems.

  • Dynamically re-allocating remaining time to fit current priorities as needed week to week

Desired Skills and Attributes

• Broad industry expertise, capable of guiding other members of the team toward the correct approach to be able to resolve any type of issue.

• Passion for exceptional standards.

• Leads by example.

• Invested in raising and driving the resolution of wider systemic challenges on behalf of the team.

• Committed to continuous improvement and the smooth operation of the team.

• Record of track results when it comes to mentoring and improving others.

• Committed to seeing the queue reduce to 0.

• Solutions-oriented individual, with excellent troubleshooting, analytical and problem-solving abilities with a tenacious commitment to finding the root cause of issues and representing the best interests of our customers;

• Experience with Advertising technology or technical product support, including web technology & an aptitude to expand technical skills -- including exposure to data stores & querying frameworks (MySQL), web foundations (HTML, CSS, Javascript), and production technical stacks;

• Comfort with one or more of the following programming languages:

  • Python, PHP, Java.

• Outstanding coordination skills - able to manage stakeholders, convey technical concepts in a non-technical manner for internal stakeholders to understand, and project manage solutions to complex problems.

• The ability to think critically about the potential root causes of issues, and come up with realistic investigative work-streams accordingly.

• Excellent quantitative skills and comfort with data exploration tools such as Excel, Looker, Tableau, etc;

• Comfortable taking ownership of projects and showcasing key accomplishments -- collaboratively or autonomously;

• Effective time-management skills - able to prioritize and meet deadlines whilst being self-sufficient.

Education Requirement

• Studies in advertising, communications, marketing, or other discipline with demonstrated technical exposure.

• Studies in a field relating to either software development (Computer Science, Software Engineering), business studies (Economics, Finance), or Data Analysis (Mathematics, Data Science) are preferred.

Experience Requirement

Minimum of 5-7 years of work experience in customer application escalations, technical solutions, or customer facing support roles.