Solutions Engineer

Roles & Responsibilities

• Support the technical aspects of sales engagements by consulting on customer opportunities to gain understanding of their business, identify their business challenges, and develop the technical solutions which meet their needs
• Provide technical support in sales presentations and product demonstrations, as well as providing answers to customer inquiries, including solution design and technical validations through proofs of concept (PoCs)
• Be the technical point-of-contact for customers and for sales support – proactively identify technical issues, troubleshoot and resolve issues related to customer integrations, ad delivery, and configuration within defined SLAs
• Onboard customers to ensure proper integration and initial configuration
• Monitor customer metrics to identify trends and areas for improvement, provide insights, and troubleshoot/escalate issues before they impact performance
• Collaborate with Product, Engineering, Data, and Sales to provide customer feedback that will improve the publisher experience and inform product improvements, support special projects, and engage in market-level opportunities
• Prepare comprehensive documentation for escalated issues, logging cases and creating detailed documentation to facilitate internal tracking and issue resolution
• Maintain and enhance company documentation for customer integrations, QA standards, best practices, and FAQs

Qualifications

• 3+ years of experience as a solutions engineer or technical account manager
• Experience working in the ad tech industry or digital publishing industry
• Experience in debugging and troubleshooting complex systems, providing reliable solutions to technical issues
• Proven ability to communicate complex technical concepts clearly and concisely to both technical and non-technical audiences
• Strong problem-solving skills with a proactive approach to identifying and resolving technical challenges
• Experience in process documentation to ensure consistent reliable test outcomes
• Proficient with JIRA, Zendesk, Confluence, and Domo (or other business intelligence tools)
• Proficient in JavaScript, SQL, JSON, HTML, and data analysis
• Familiarity with API interactions, network debugging, and Web Developer Tools for troubleshooting ad delivery-related issues
• Familiarity with attribution, third-party cookies, and cross-domain iframes