Senior Technical Solutions Engineer

What you'll do

• Own Tier 2/3 technical escalations from Frontline Support Specialists, triaging and resolving complex issues across ad serving, data pipelines, and ML infrastructure
• Perform structured Root Cause Analysis on production issues such as campaign delivery failures, budget pacing anomalies, fill rate degradation, and ROAS fluctuations
• Lead incident response for production ads service disruptions, coordinating with internal engineering teams and driving resolution within SLA
• Author postmortem documents and track remediation action items to prevent recurrence
• Build and maintain diagnostic playbooks and runbooks to enable Frontline Support Specialists to self-resolve issues
• Develop internal tooling and automation scripts for issue detection, diagnosis, and reporting
• Define and track operational KPIs including MTTR, escalation rate, and recurrence rate to improve support efficiency
• Partner closely with the Customer Engineering team to ensure smooth issue handoffs and aligned escalation workflows
• Contribute to internal and external documentation to scale knowledge across the organization
• Review technical integrations during new platform onboarding and surface potential operational risks early

Requirements

• 6+ years of professional experience in technical support, solutions engineering, or software engineering
• Strong troubleshooting skills and ability to analyze large-scale datasets
• Ability to write and interpret complex queries against large-scale data warehouse environments
• Hands-on experience with API integrations and distributed systems
• Experience handling technical escalations and driving them to resolution
• Strong written and verbal communication skills for technical and non-technical audiences
• Experience in AdTech or retail media domains (DSP, SSP, ad serving, attribution) is a strong plus
• Familiarity with monitoring and observability tools such as Datadog
• Experience as a founding member or early contributor in building new teams, systems, or operational processes
• Familiarity with scripting and AI tools for automation and process enhancement
• Fluent in English; multilingual communication skills preferred

Tech stack

Benefits