What You'll Do:

• Lead and oversee support for our flagship product, Illumin, along with other systems, providing advanced technical expertise and support.
• Take ownership of complex support tickets, conducting in-depth technical investigations, report requests, and performing system administration tasks, ensuring timely and accurate resolution.
• Mentor and collaborate with fellow Support Engineers, UI, Back-End, Data, DevOps, QA, and Product teams to efficiently resolve product issues and defects.
• Ensure adherence to Production Support Service Level Agreement (SLA) timelines, driving open tickets to closure with a focus on maintaining high service standards.
• Respond to system-generated alerts related to failures on the application platform, providing expert-level problem-solving to mitigate and resolve issues.
• Advocate for a customer-first attitude, ensuring transparent and timely communication, and keeping customers informed about the progress of inquiries and issue resolutions.
• Develop and document standards, processes, and procedures, focusing on best practices and effective issue resolution, while ensuring these are followed across the team.
• Identify, lead, and implement improvement & automation opportunities proactively, driving product success and operational efficiency.
• Support on-call rotations, ensuring the team is supported and prepared to handle critical issues.

What You'll Need:

Must Have:

• Bachelor's degree or diploma in Computer Science, Software Engineering, or a related field.
• 6+ years of experience in a production support role with a strong background in SQL and the ability to write complex DB statements on the fly.
• 3+ years of experience working in Software-as-a-Service (SaaS) customer service.
• Proven leadership and mentorship skills with a track record of guiding teams through complex issues.
• Excellent verbal and written communication skills, with experience working in a professional environment.
• Strong analytical/critical thinking skills with the ability to manage multiple high-priority tasks simultaneously.
• Exceptional time management, organizational, and planning skills.
• Strong collaboration and team-building abilities, with experience leading cross-functional teams.

Nice to Have:

• Experience with Confluence, JIRA, Service Desk, or other support desk applications.
• Familiarity with Kibana, Kafka, Big Data/Hadoop, Jupyter Notebook, Spark.
• Programming knowledge with Python, JavaScript, HTML, Containerization (Docker/ Kubernetes).
• Experience working in Digital Advertising technology.