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Product Support Specialist
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We are seeking a diligent Product Support Specialist to join our team. This individual will collaborate closely with implementation, T1 and T3 support, account management and product development teams to ensure seamless post-implementation use of our enterprise SaaS products.
Main Duties and Responsibilities
- Track issues encountered and respond according to reasonable service level agreements (SLAs)
- Triage, evaluate and recommend short-term and long-term solutions to customer issues that have been identified as product development defects
- Recommend to product development teams areas of improvement in performance and feature capabilities that will enhance our customers' successful use of our products
- Add/Update the support documentation and assist with the training material
- Contribute to developing and enhancing the Support monitoring and automation scripts/tools
- Deliver innovative solutions to complex business problems
- Be a technical contributor to software projects related to Support (like Automation etc.)
- Stay up-to-date on the latest product functionality, its dependencies, the underlying technology stack and their operational impact
- Monitor and manage back-end batch processes to ensure application uptime requirements
- Collaborate with cross-functional teams to understand the root cause of issues reported and suggest alternative options where appropriate
Required Skills and Qualifications
Essential:
- Excellent written and verbal communication skills (English Proficiency)
- Strong relational database skills are essential. Should have written complex queries and scripts for databases such as MySQL, MSSql, MongoDB or Oracle
- Experience with shell scripting on UNIX platforms
- Experience in developing and enhancing the Support monitoring and automation scripts/tools
- Knowledge and experience in using REST API
- Experience with Kafka connectors
- Experience with AWS Storage, Database and tools like S3, Dynamo and CloudWatch
- Familiarity with the Software Development Lifecycle
- Experience with job schedulers, monitoring tools and log-processing tools
- Working closely with the development team to continuously improve the automated claim reflow processes
- Strong verbal and time management skills
- Detailed, organized and results-oriented
- Ability to effectively prioritize and escalate customer issues as required
- Ability to multi-task and perform effectively under pressure
- Demonstrated analysis, problem-solving and troubleshooting expertise
- Aptitude to get up to speed with new products quickly
PREFERRED:
- Should enjoy researching challenging problems and suggesting solutions
- Experience working in a start-up environment
- Previous experience working with Digital Advertising, Online Publishing or Interactive Media companies
Required:
- Bachelor's degree in Computer Science/Engineering/Math or relevant field
- Technical focus preferred
- Experience working with Internet products (SaaS) and technologies
- 3+ year(s) experience supporting software products with external customers
Preferred:
- Previous experience working with Digital Advertising, Online Publishing or Interactive Media companies
- Multi-platform/integrated sales experience in ad network, digital publishing or online media preferred
- Demonstrates a broad understanding of the advanced TV space and ad tech ecosystem
- The duties and responsibilities may be changed in accordance with the needs of the company.
- This is not intended to be an exhaustive or exclusive list of duties. You may be required to carry out any other associated task to ensure the successful delivery of our objectives.
- Hours: 10:00am – 7:00pm (São Paulo's time)
- Office location: São Paulo. Hybrid work schedule (twice a week in the office)
