Key job responsibilities
Independently handle complex customer issues by reproducing cases, root cause analysis, and providing prioritization input
Demonstrate deep technical expertise and advanced problem-solving for critical programmatic advertising issues
Serve as an escalation point, owning end to end resolution of the most complex, cross-organizational issues
Communicate directly with internal teams to investigate, define workarounds, and resolve defects
Provide advanced, proactive support across Amazon's advertising tech suite, including Amazon DSP (ADSP), Amazon Ad Tag (AAT), Conversion API (CAPI), Ads Data Manager (ADM), and Amazon Marketing Cloud (AMC)
Prioritize issues using case management tools based on customer impact
Own and drive training programs, documentation strategy, and knowledge management for internal and external users
Automate standard procedures through scripting and data APIs to analyse high-volume transaction data
Proactively identify systemic solutions, analyse trends across the customer base, and drive cross-functional initiatives to improve customer experience at scale
Lead, develop and mentor a team of consultants to enhance technical skills in programmatic advertising and troubleshooting
Drive continuous improvement, define org-wide mechanisms, and shape support strategy and technology approach at a strategic level
Identify emerging issues, influence product roadmap prioritization, and partner with engineering leadership through technical investigation and data-driven proposals
Provide live troubleshooting sessions for customers
Bachelor's degree or above in computer science or equivalent
8+ years of experience in technical support or solutions consulting
8+ years of programmatic advertising experience
Experience as a technical specialist in customer-facing roles
Experience in Database like NoSQL, or experience in SQL Server/MySQL and experience troubleshooting and debugging technical systems
Experience writing and publishing technical documents or equivalent
Experience with and deep understanding of advertising technologies (i.e., ad server, DSP)
5+ years of technical troubleshooting or similar experience
Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience with Microsoft Office products and applications
Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
Experience coding, scripting, automating in at least one language (e.g., Python, C, C++, Java, Ruby, or PowerShell)
Experience troubleshooting and documenting findings, or experience operating highly available, distributed systems of data extraction, ingestion, and processing of large data sets
Knowledge of data analytics with tools such as Tableau, SQL, Quick-sight
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