Job Description: Technical Support Engineer
Adara is seeking a Technical Support Engineer that will be responsible for providing outstanding technical support focused on the overall success of Adara’s customers. They will collect all relevant data required to effectively troubleshoot and understand how the customer is using our products. They will ensure that all Service Level Agreements are met, and that each customer has a positive experience with each contact by providing best in class support. Critical to Adara’s success, Technical Support Engineers are detail oriented, possess comprehensive technical backgrounds, and strong communication skills to drive internal & external issues to effective and efficient solutions. Successful candidates are resourceful self-starters, able to navigate in a dynamic environment, and have exceptional ownership over all aspects of the role.
Key Responsibilities
- Support
- Gain expertise in Adara’s various products and systems to troubleshoot and debug functional issues by providing first level of support for incoming tickets while adhering to SLAs during US working hours to global customers.
- Take ownership of technical issues throughout the support lifecycle from customer inquiry driving to resolution, and work with our Technical Staff to resolve more advanced issues and bugs.
- Develop workarounds and recommend custom solutions for client needs using available internal tools.
Collaboration and Communication
- The role is a customer-facing one, but also requires good communication skills with internal/external colleagues around the globe to resolve
- application problems and a can-do attitude. You will work with Customer Success Managers, Technical Staff, external strategic partners, etc.
- Document troubleshooting and problem resolution steps.
- Customer success starts with great teammate success. You will take part in required team meetings sharing ideas and knowledge to grow the effectiveness of the overall global support department.
Development/Monitoring/Reporting
- Identify opportunities to optimize and automate workflows across a wide variety of projects for the Support group to reduce operational burden and maintenance.
- End-to-end execution and ownership of our Credit Card Expenditure Reporting and On Demand Insights for DMO customers
- Qualifications and Skills Requirements
- 3-5 years of technical support experience helping level 1 to level 3 support
- Bachelor's degree in Computer Science or similar level qualifications preferred
- Working with email-based Support platforms such as Zendesk, Freshdesk, or ServiceCloud.
- Can work effectively across multiple global time zones.
- Experience working with web technologies including, but not limited to: HTML, CSS, JavaScript, and HTTP.
- Coding experience with general purpose programming languages, including but not limited to: Java or Python.
- Demonstrated knowledge of SQL/MySQL, and Unix/Linux operating systems and commands. Experience working with Microsoft Azure or Google Cloud platform a plus.
- Strong delivery orientation (experience in working in B2B environment – an advantage)
- Strong technical and analytical skills
- Excellent verbal + written English communication skills – being able to communicate highly technical information to both a technical and nontechnical audience (staff, customers, etc.)
- Comfortable resolving high visibility customer issues without the need for team lead intervention – being able to work independently but also as part of a team.
- Willing to work US working hours either 8a-4p Pacific Time or 9a-5p Pacific Time
- Nice to haves
- Previous experience / knowledge in the areas of online advertising (DSP and/or Ad Networks) and Tracking Platforms (GTM, Tealium) a plus
- Experience with Swagger API tools