Lead Technical Product Support Engineer

Vidmob is the creative data company. Its scoring software and analytics have become an essential ingredient in the creative and media decisions of the world's largest marketers and agencies, as they strive to drive business results through improved creative effectiveness. As the leader in creative data, Vidmob's influence lies in its partnerships and integrations across the digital ad ecosystem, its dozens of proprietary models, and in operating the industry's most robustly instrumented human-reinforcement learning model for creativity. 

As a Lead Technical Product Support Engineer, you'll bridge support, product, and engineering to investigate, resolve, and prevent complex issues across Vidmob's Creative Intelligence platform. You'll diagnose problems, implement fixes, perform backend updates, and drive continuous improvements in system stability and data quality. The Lead Technical Product Support Engineer also will oversee Vidmob's efforts to infuse AI throughout the support process, from triaging issues to writing bug fixes to generating documentation.

Reporting to engineering leadership, this hands-on role combines debugging, coding, and cross-functional problem solving. You'll be the escalation point for our most technical issues, ensuring reliability for clients and internal teams, as well as interacting with our global customers directly. The lead also will oversee the work of two analysts. This is a remote role based in São Paulo, Brazil, with occasional travel to Vidmob's U.S. headquarters and local team gatherings in Brazil.

Key Responsibilities

• Interact with our customers globally to understand and satisfy their support needs.

• Serve as the Level 2 escalation point for complex product and data issues, and escalate to other senior engineers when needed.

• Troubleshoot across the stack—front-end (React) and back-end , NestJS).

• Help to configure and troubleshoot API interactions with customers.

• Apply minor code patches or configuration changes; escalate deeper fixes to Engineering.

• Oversee the work of several product support analysts located in Brazil, EMEA, and the US.

• Run and monitor database updates, scripts, and jobs to apply changes to our production environment for customers.

• Collaborate with Product and Engineering to reproduce bugs, validate fixes, and improve observability.

• Develop and maintain internal tooling that empowers Support, Product, and Customer-facing teams to diagnose issues, monitor data quality, and improve operational efficiency.

• Own and maintain the source of truth for ad types, metric types, and integration coverage, ensuring documentation is current and aligned with platform capabilities.

• Document solutions, automate workflows, and mentor Level 1 support to raise technical fluency.

• Investigate and deploy AI tools to support processes to improve customer satisfaction and team efficiency.

• Write knowledge base articles for our customer-facing help desk system.
  

Who You Are

• 5–8 years in technical support or backend engineering, with 2+ years in a lead capacity.

• 3+ years experience with , NestJS, React, and modern databases.

• Understanding of digital advertising with strong preference for experience in advertising and marketing technology.

• Skilled at debugging code and APIs; fluent in SQL and REST API troubleshooting.

• Familiar with service-oriented architectures, cloud environments (AWS/GCP/Azure), and tools like JIRA or Zendesk.

• Experience using logging and APM tools such as DataDog to investigate and diagnose issues.

• Fluency in using LLM-based tools, plus exposure to AI technical support toolsets.

• B+ oral and written English skills, with success working on distributed, cross-timezone teams.

• Organized, analytical, and motivated to improve systems through hands-on problem solving.

• Experience prioritizing and managing multiple concurrent tasks in a high-velocity support environment.

• Good balance between experience having interacted with customers to provide technical support and doing hands-on work to deliver technical solutions.

Please be aware that Vidmob will only contact candidates through emails ending in @. We will never ask for personal information, such as your Social Security number, bank account number, or password, through email. If you receive an email claiming to be from Vidmob that does not come from a @ email address, or if the email asks for personal information, please do not respond and report the email to us