Engineering and IT Support - Service Engineer 1

Summary:

As a Service Engineer, you will provide advanced technical support for client’s online advertising global sales teams with a primary focus on technically supporting paid search results that appear on Bing and other web properties such as Client and Yahoo!. The individual that will succeed in this role will have experience in and a passion for great customer service and strong team relationships. You will partner with our platform development team, share knowledge and be an effective advocate for our internal/external partners. You will join a team that is focused on results, working together to solve problems and committed to developing people.

 

Responsibilities:

Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality.

Contribute to product improvements by filing bugs and design change requests, and help developers fix and ship them to production to prevent customers from being impacted.

Drive root cause analysis and service improvements involving bug fixes in close partnership across several Engineering teams.

Use judgement and effective communication skills to compose timely Global Alerts and issue visibility correspondence to sales teams and partners.

Create process or troubleshooting documentation that enables knowledge base for Tier 1 and Tier 2 support teams.

Conduct data and trend analysis to create insightful customer stories that influence Platform ENGG team product roadmaps and gaps, business decisions, and training/readiness content.

Collect and align customer/partner feedback on products and services (e.g., surveys, listening systems); acts as the voice of the customer by providing actionable feedback across groups (e.g., product team, account management, services leadership team) about customer/partner experience and competitor threats; proposes new initiatives to anticipate risks

Provide thought leadership to influence strategy when engaging with customers and partner and contribute to business case development for policy changes and engineering asks.

Drive revenue upsell during consultations by identifying and recommending customer-centric optimization opportunities.

Prioritize and deliver against client planned technical initiatives. This can be in the form of specific client work, consultations, implementations and/or scaled solutions.

 

Top 3 Hard Skills Required

Minimum 3 years’ experience in a technical support or software development organization

Practical experience running online systems built on Azure or similar cloud providers, 3 years

Minimum 2+ years’ experience in Python, C#, JavaScript, or any object-oriented programming (OOP) languages.

 

 

Compensation:

The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on several factors, including but not limited to, a candidate’s qualifications, skills, competencies, competencies, competencies, competencies, experience, location and end client requirements).

 

Benefits and Ancillaries:

Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.