The Role

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.

Responsibilities

• 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.

  • Project management

  • 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;

• Experience with Advertising technology or technical product support, including web technology & an aptitude to expand technical skills -- including exposure to datastores & 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 prioritise 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 3-4 years of work experience in customer application escalations, technical solutions or customer facing support roles.

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