Product Support Engineer Revenue Science

Product Support Engineer

Position Summary:

The Product Support Engineer is responsible for providing high-quality technical support for all AudienceScience products. This position will support customers from internal business users of the Network products to external users of the AudienceGateway. The Product Support Engineer has the unique opportunity to interact with almost all parts of the company, as well as most customers, with a high level of visibility.

Essential functions:

• Helping internal and external customers solve functional and technical issues with our products
• Resolving technical issues and involving Engineering when necessary
• Continuously build knowledge base articles with findings from issue resolution for use by all customers
• Answering questions about the features available in our products, involving Product Management when necessary
• Triaging issues and keeping them moving through the resolution process

Nonessential functions:

• Write scripts (or code) that help the Support team, or other teams, become more efficient in investigations, reporting, and finding solutions to issues
• Develop Java and Bash script tools that help with automating Operational tasks and/or Product Support tasks to be more efficient

Knowledge, skills and abilities required:

• Good understanding of the technical fundamentals of the Internet and HTTP
• The ability to use Web and HTTP diagnostic tools such as Fiddler
• Knowledge of Linux/Unix and BASH scripting

Supervisory responsibilities:

• Provide direction to an offshore team of Support Engineers

Minimum qualifications:

• A degree in computer science, IST, IS, IT or equivalent experience

Success factors:

• Strong written and verbal communication skills
• Have exceptional troubleshooting and customer-handling skills
• Self-starter who is excited about technology