Application Support Engineer
We're TripleLift, an advertising platform on a mission to elevate digital advertising through beautiful creative, quality publishers, actionable data and smart targeting. Through over 1 trillion monthly ad transactions, we help publishers and platforms monetize their businesses. Our technology is where the world's leading brands find audiences across online video, connected television, display and native ads. Brand and enterprise customers choose us because of our innovative solutions, premium formats, and supportive experts dedicated to maximizing their performance.
As part of the Vista Equity Partners portfolio, we are NMSDC certified, qualify for diverse spending goals and are committed to economic inclusion. Find out how TripleLift raises up the programmatic ecosystem at triplelift.com.
TripleLift is seeking an Application Reliability Engineer to contribute to our technical escalations operations. This candidate will focus on ensuring that external clients are incredibly satisfied with TL platform and internal stakeholders are properly leveraged to execute. This candidate will sit at the middle of the TL organization, serving as the common connection among all groups at TL.
The Application Reliability Engineer exhibits a deep product expertise across the platform, highly responsive and 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 skillsets 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 Engineer has a passion for understanding technology, increasing client happiness, resolving complex technical problems, and empowering other teams. This individual must be able to creatively troubleshoot as well as effectively communicate to the internal and external stakeholders. The ideal candidate is a team player who has a positive attitude who can easily switch from working on scripts to facilitate quick solutions for customers, to resolving discrepancies with a strategic partner.
Provide platform-wide technical support and product solutions to internal stakeholders;
Queue management (~ 80% of allocation)
Operational tasks including client setup changes and global application configuration changes.
Incident investigation to determine root cause.
Working with Core Engineers to manage deployment of fixes.
Technical work on research and development projects (~ 20% of allocation)
Creating and maintaining scripts to automate operational tasks.
Liaising with Product teams to develop SME knowledge and discuss incidents within SME area.
Working on Data analysis, Wireframes, documentation or projects relating to process change.
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.
Commission and contribute to internal tools that empowers stakeholders to execute faster and answer their own questions.
Desired Skills and Attributes
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;
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 prioritise and meet deadlines whilst being self-sufficient.
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.
Minimum of 3-4 years of work experience in customer application escalations, technical solutions or customer facing support roles.
Life at TripleLift
At TripleLift, we’re a team of great people who like who they work with and want to make everyone around them better. This means being positive, collaborative, and compassionate. We hustle harder than the competition and are continuously innovating.
Learn more about TripleLift and our culture by visiting our LinkedIn Life page.
Diversity, Equity, Inclusion and Accessibility at TripleLift
At TripleLift, we believe in the power of diversity, equity, inclusion and accessibility. Our culture enables individuals to share their uniqueness and contribute as part of a team. With our DE&I initiatives, TripleLift is a place that works for you, and where you can feel a sense of belonging and support. At TripleLift, we will consider and champion all qualified applicants for employment without regard to race, creed, color, religion, national origin, sex, age, disability, sexual orientation, gender identity, gender expression, genetic predisposition, veteran, marital, or any other status protected by law. TripleLift is proud to be an equal opportunity employer.
Learn more about our DEI efforts at https://triplelift.com/diversity-equity-and-inclusion/
TripleLift does not accept unsolicited resumes from any type of recruitment search firm. Any resume submitted in the absence of a signed agreement will become the property of TripleLift and no fee shall be due.