Support Engineer

| Philadelphia, PA, USA | Hybrid
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Out-of-Home (OOH) is the fastest growing channel in advertising. From billboards to retail media to urban panels, 98% of us see at least one OOH advertisement every week. It’s a part of life. As the pioneer in OOH technology, we build solutions that help brands find their audience in the right place at the right time, on digital signage networks around the corner, or around the world. 

About us:

Vistar Media is the home of out-of-home (OOH). As a global ad tech company and the world's largest digital out-of-home (DOOH) advertising marketplace, we offer technology designed to make buying and selling OOH media easier. Our goal is simple: to help the world's marketers leverage OOH's unique ability to motivate and delight. 

From strategic partnerships with major media owner networks to executing impactful campaigns with renowned global brands such as Nestlé, Porsche, Target, and Levi's, our team is filled with passionate, innovative, and collaborative problem solvers, engaging and entertaining consumers like you in the real world. Find your home in out-of-home - find your people at Vistar.

At Vistar Media, we are focused on revolutionizing the digital out-of-home (DOOH) advertising industry. We build innovative products that change the way brands engage with one of the most impactful media channels in today’s media landscape, and develop solutions for DOOH publishers to power their network and grow programmatic revenue. 

We are looking to hire Support Engineers to help us deliver and maintain high-quality products while maintaining a positive customer experience. You will be responsible for resolving 2nd-level support requests of customer impacting issues. As such, customer service skills such as the ability to be cordial, supportive, empathetic as well as technical skills such as troubleshooting, debugging, evaluating, and resolving issues is required.

This role requires you to work closely with the Product and Software Engineering teams to eliminate defects and to improve the customer experience. We are looking for candidates that are curious, have an attention to detail, take ownership of their work, and drive issues to resolution. We need strong Support Engineers who view customer issues as their own and operate with a sense of urgency to ensure customer satisfaction. An ideal candidate will be able to detect patterns from the incoming work and leverage their creativity to help drive solutions that prevent common issues from recurring to improve the overall support life cycle.

What you'll do:

  • Provide technical support of our incoming tickets from our customers
  • Demonstrate a strong understanding of product issues, including in-depth technical analysis, troubleshooting, analyzing, root cause and engaging appropriate SME as needed to drive incident and problem management
  • Manage technical on-call channel to deliver quick fixes to high priority product issues
  • Monitor support quality metrics to help assess and improve our support processes
  • Analyze previous customer cases to identify trends and customer pain-points to drive product improvements
  • Review support tickets and provide appropriate feedback to team, coaching them on their troubleshooting
  • Drive changes that improve support-related processes
  • Identify and address any gaps in internal tools and processes
  • Assist with team coordination and customer communications during important product launches and support events

What experience we're looking for:

  • Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field
  • 2-5 years of technical support experience
  • Experience in a software development shop, supporting real-world, customer-facing software products and technologies throughout the software development life cycle
  • Experience with at least one programming / scripting language
  • Experience with Linux
  • Basic understanding of web technologies
  • Basic understanding of SQL and database systems

Who you are:

  • Self motivated and thorough, with the ability to take ownership and drive projects to completion
  • An excellent written and verbal communicator
  • Problem solver, with excellent analytical, technical and troubleshooting skills
  • Always looking for ways to improve processes

This position is not eligible for non-immigrant (H-1B, H-1B1, TN, E-3, L-1, etc.) or immigrant visa sponsorship (PERM and employment-based green card).

If you’re ambitious, highly driven, and interested in making an impact, Vistar is the place for you. Apply to join our team… we’ll see you out there.

Recruiting fraud is a serious issue facing jobseekers. Please be aware that Vistar Media would never require personal information (such as bank account information) during the interview process. Should an employee from Vistar Media reach out to you, that communication will come from an email address. During a typical interview process, you will have several phone, video, and/or in-person interviews with multiple Vistar Media employees before a hiring decision is made. We do not require payment from applicants for training or other costs incurred, nor do we offer compensation before hiring.

More Information on Vistar Media
Vistar Media operates in the AdTech industry. The company is located in New York, NY, Philadelphia, PA and W Toronto, Ontario, Sydney, Australia. Vistar Media was founded in 2012. It has 235 total employees. It offers perks and benefits such as Open door policy, OKR operational model, Team based strategic planning, Open office floor plan, Hybrid work model and In-person all-hands meetings. To see all 19 open jobs at Vistar Media, click here.
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