Senior Product Support Engineer (AMER)

The Senior Level-2 Support team plays a crucial role in resolving inquiries escalated from Level-1 support. By providing specialized expertise, troubleshooting skills, and adopting a knowledge-centered service model, this team ensures efficient issue resolution and enhances overall customer satisfaction.

Inquiry Resolution

• Lead the resolution of complex customer inquiries related to product functionality, technical issues, and bug suspicions.
• Provide mentorship and guidance to Level-1 and Level-2 support teams, ensuring a deep understanding of each issue s context and history.
• Utilize expert product knowledge to diagnose and troubleshoot issues effectively.
• Make decisions on the escalation of unresolved cases to Level-3 or specialized teams as needed.

Documentation and Knowledge Sharing

• Oversee the development and maintenance of a comprehensive knowledge base including FAQs, troubleshooting guides, and best practices.
• Ensure all documentation is current, accurate, and accessible to both internal teams and clients.
• Collaborate in initiatives to empower Level-1 support and promote self-service through accurate and easily accessible information.

Continuous Learning and Improvement

• Champion ongoing learning and development within the team, staying updated on product enhancements, new features, and bug fixes.
• Conduct and facilitate cross-functional training sessions to enhance skills across the support teams.
• Collaborate with product development teams to provide strategic feedback on recurring issues and influence product improvements. Identify better tooling opportunities.
• Identify and drive opportunities to streamline processes and improve operational efficiency.

This role is based at Gurgaon.

Shift hours : AMER (06:30 PM IST to 03:30 AM IST)

• 5-10 years of experience working in technology, consulting or in an operational capacity
• B.S. or M.S. in Computer Science, or equivalent degree or experience,
• Must have experience in adtech industry.
• Proficiency in SQL, REST APIs, Python and data visualization tools.
• HTML and JS knowledge will be plus to have.
• Proven track record of diagnosing and solving complex technical problems.
• Exceptional leadership, communication, and interpersonal skills in English, both written and verbal.
• Experience in an international working environment.
• Demonstrated ability to lead projects and strategies independently.
• Comfortable in a dynamic, ever-changing environment and capable of making high-stakes decisions.
• Eager self-learner, enthusiastic about continuously acquiring new skills and knowledge.
• Highly desirable: Experience in project or product management; additional technical skills in web, database, and networking technologies (SQL, TCP/IP, HTTPS, SSL/TLS).
• This position is for EMEA shift. But might be asked to work in AMER shift under certain circumstances.

We acknowledge that many candidates may not meet every single role requirement listed above. If your experience looks a little different from our requirements but you believe that you can still bring value to the role, we d love to see your application!

Criteo is the global commerce media company that enables marketers and media owners to deliver richer consumer experiences and drive better commerce outcomes through its industry leading Commerce Media Platform.

At Criteo, our culture is as unique as it is diverse. From our offices around the world or from home, our incredible team of 3,600 Criteos collaborates to develop an open and inclusive environment. We seek to ensure that all of our workers are treated equally, and we do not tolerate discrimination based on race, gender identity, gender, sexual orientation, color, national origin, religion, age, disability, political opinion, pregnancy, migrant status, ethnicity, marital or family status, or other protected characteristics at all stages of the employment lifecycle including how we attract and recruit, through promotions, pay decisions, benefits, career progression and development. We aim to ensure employment decisions and actions are based solely on business-related considerations and not on protected characteristics. As outlined in our Code of Business Conduct and Ethics, we strictly forbid any kind of discrimination, harassment, mistreatment or bullying towards colleagues, clients, suppliers, stakeholders, shareholders, or any visitors of Criteo. All of this supports us in our mission to power the world s marketers with trusted and impactful advertising encouraging discovery, innovation and choice in an open internet.

At Criteo, we take pride in being a caring culture and are committed to providing our employees with valuable benefits that support their physical, emotional and financial wellbeing, their interests and the important life events. We aim to create a place where people can grow and learn from each other while having a meaningful impact. We want to set you up for success in your job, and an important part of that includes comprehensive perks benefits. Benefits may vary depending on the country where you work and the nature of your employment with Criteo. When determining compensation, we carefully consider a wide range of job-related factors, including experience, knowledge, skills, education, and location. These factors can cause your compensation to vary.