Support Engineer II

Company at a Glance

OpenX 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 VALUES

Our 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 things often matters as much as what we do.

WE ARE ONE

We are one team. There are no exceptions. We are a group of strong and diverse individuals unified by a shared mission. We embrace challenges and win together as a team. We respect and care about our colleagues and cultivate an inclusive culture

WE ARE CUSTOMER CENTRIC

We innovate on behalf of our customers. We understand, respect, and listen carefully to our customers. We build great products to solve our customers’ problems. We manage our customers’ expectations clearly and honestly. We are a trusted partner to all of our customers - we act with integrity at all times. We care.

OPENX IS OURS

We are all owners of OpenX

We all have a voice to improve OpenX

We stake our personal and professional reputations on the excellence of our work

We are not interested in just "doing our jobs"; we take ownership to drive results

WE ARE AN OPEN BOOK

We understand and respect what each of us does. We are eager to teach and share what we know with others, both internally and externally. We are eager to learn from others and we ask questions internally and externally. 

WE EVOLVE FAST

We take responsible risks and own and learn from our mistakes. We recognize and repeat success. We actively seek out and provide constructive feedback. We adapt quickly and embrace change. We tackle growth and learning with real urgency. We are endlessly curious.

OpenX is committed to equal employment opportunities.

It is a fundamental principle at OpenX not to discriminate against employees or applicants for employment on any legally-recognized basis including, but not limited to: age, race, creed, color, religion, national origin, sexual orientation, sex, disability, predisposing genetic characteristics, genetic information, military or veteran status, marital status, gender identity/transgender status, pregnancy, childbirth or related medical condition, and other protected characteristic as established by law.

OpenX Applicant Privacy Policy

Applicants can review our Applicant Privacy Policy at any time by visiting the following link: https://www.openx.com/privacy-center/applicant-privacy-policy/.

Effective Date: April 18, 2024