Support Engineer II

Company at a GlanceOpenX is focused on unleashing the full economic potential of digital media companies. We do this by making digital advertising markets and technologies that are designed to deliver optimal value to publishers and advertisers on every ad served across all screens.
At OpenX, we have built a team that is uniquely experienced in designing and operating high-scale ad marketplaces, and we are constantly on the lookout for thoughtful, creative executors who are as fascinated as we are about finding new ways to apply a blend of market design, technical innovation, operational excellence, and empathetic partner service to the frontiers of digital advertising.
The Support Engineer role is an OpenX platform and product “expert” who works to provide creative and timely resolutions for technical issues, product fixes, and enhancements for both internal OpenX commercial teams and external Publisher, DSP, and Buyer partners. We are looking for someone to join this global support team in the US, and they will work Pacific Time Zone hours. This role reports to the VP of Publisher Development & Customer Success Engineering. 
This role works closely with the rest of the global OpenX Support Team, QA, Product, Engineering, Sales, Solutions Architects, and Account Management teams to ensure that OpenX is delivering overall superior service and support. Success in this role hinges on strong cross-functional relationships within OpenX as stakeholders are located across various offices and time zones.As a Support Engineer, you will ensure partnership success through achieving, or exceeding, defined SLAs and KPIs, while maintaining the highest levels of customer satisfaction and retention

Key Responsibilities

• Provide post-implementation support to customers who use the OpenX Exchange, DSP Connection, and OpenAudience Platform, across web, mobile, video, and CTV formats.
• Provide technical support to both supply and demand clients, and internal Account Management, Solutions Architects, Product, Engineering, and Sales teams.
• Manage the support case queue on a daily basis, including case assignment, isolating, reproducing, and diagnosing product behaviors to determine root-cause(s); and implement solutions and workarounds to resolve. 
• Leverage OpenX database knowledge to write SQL queries, and scripts to deliver on custom reporting needs for both internal teams and external clients.
• Conduct deep data analysis to solve discrepancies, troubleshoot issues, and provide actionable business insight and recommendations for key stakeholders.
• Build data powered tools and dashboards that create efficiency, reduce SLA’s, and enable cross functional teams to do their jobs effectively. 
• Author, edit, publish, and maintain an online knowledge base of articles for known issues, solutions, scripts, and FAQ’s.
• Participate in the design, development, and/or continuous improvements of key processes that facilitate the scaling of our business as our market and products grow.

Required Qualifications

• At least 3-5+ years of technical support experience
• BS or equivalent (Computer Science, Engineering, or related) and with a strong academic record
• Strong problem solving and analytical skills to troubleshoot complex and non-standard types of issues
• Strong experience with relational databases, general database concepts, and having the ability to write advanced SQL queries
• Strong experience in data analysis techniques using Excel, SQL, Google Looker Studio, R or other advanced analytics
• Strong experience in internet program languages and protocols such as SQL, JavaScript, HTML, CSS, and web servers.
• Experience with internet programming and debugging; must be capable of reading, debugging, and editing object-oriented JavaScript, including DOM manipulation
• Strong understanding of the HTTP protocol, and familiarity with HTTP response codes and their meanings
• Familiar with common browser-based debugging tools (Chrome Developer Tools, LiveHTTPHeaders, FireBug)
• Knowledge of any or all of the following programming languages: Python, PHP, Shell Script, XML, REST API
• Familiarity with CRM or incident tracking systems such as Salesforce.com, Siebel, Remedy, Clarify, etc.

Nice to Haves:

• Fundamental knowledge of TCP/IP and basic networking mechanisms
• Comfortable navigating Unix console and knowledge of general shell commands
• Experience building debug and testing tools and scripts to simplify investigations.
• Familiarity with Google Cloud Platform services such as BigQuery, Logs Explorer and Cloud Storage.

OpenX VALUESOur five company values form a solid bedrock serving to define us as a group and guide the company. Our values remind us that how we do thi