Technical Support Engineer 3

The Technical Support team works with Microsoft Advertising Platform Engineering and provides support for all aspects of the product.  This support is an important process to ensure customer escalations are resolved accurately and quickly while unblocking ad Revenue. Responsibilities:

• Provide Tier 3 Technical support for the Microsoft Advertising platform for Account Management Teams and other internal Microsoft Advertising partner teams via Teams, or written correspondence such as tickets and email.
• Resolve +/- 45 complex escalations per month across various queues including but not limited to Ad Delivery, Microsoft Audience Network (MSAN), Advertiser API, Analytics, Microsoft Shopping Campaigns.
• Troubleshoot Medium to high complex issues and provide solutions within the Global Support Service Level Agreement with quality.
• Strong ability to create and execute SQL queries, write custom Cosmos scripts and leveraging data bricks to debug and diagnose issues.
• Ability to analyze and visualize large complex data sets in Excel/Power BI and obtained from various internal tools and log files.
• Ability to review customer website code to debug setup issues and recommend solutions; often jumping on client facing consultation calls.
• Understanding of Engineering & partner stakeholder maps; filing quality incidents (bugs) with speed; follow up with Engineering teams to ensure incidents get resolved in SLA.
• Partnering with multiple Engineering teams for issue mitigation, detailed root cause analysis and client facing talking points for complex issues bringing detailed logs and analysis.
• Translate resolutions for Sales and non-technical audiences backed with data & quality insights 
• Provide status reporting on tickets worked, time to complete, and documenting issue investigations.
• Create/update troubleshooting and product documentation in the support knowledge base based on learnings from by-design ICMs.
• Provide timely correspondence on high impact issues to Support SMEs as appropriate, work with sales teams and partners to gather escalation information and customer/business impact.
• Highlight any systemic issues and trends to identify platform enhancements in partnership with SMEs

Qualifications and Recommended Skills:

• BS in Computer Science, Engineering or related technical discipline preferred 
• Preferred experience in online advertising, social media, marketing and/or project management. 
• Minimum 5 years experience in a technical support or software development organization (Tier 3 experience preferred), in the online industry for a high-volume commercial website or service; Organic & Paid search experience preferred
• Minimum 3+ years’ experience using TSQL required with ability to manipulate data rapidly and use complex joins and Stored Procs
• Ability to analyze and visualize large data sets to find issue trend
• Practical experience running online systems built on Azure or similar cloud providers
• 2+ years’ experience with the following web API technologies preferred: SOAP, JSON, XML
• 2+ years of automation experience in C# or Python is preferred
• Experience with Excel, PowerBI and Microsoft suite of standard applications.
• Strong documentation skills to be utilized for case management, knowledge capture, bug management and training
• Work well independently, ability to manage one's time, as well as strong cross and group collaboration and interpersonal skills;
• English language skills including strong verbal and written communication skills required for all levels of stakeholders. Strong understanding of the North American and European cultures, slang, brands, and current events.
• Must be well-organized with strong attention to detail & commitment to Quality
• Should be ready to work night and weekend shifts
• Experience working with remote/virtual teams; ability to collaborate across boundaries     

Other Requirements

• Working hours must overlap 8am-Noon Pacific time zone Monday through Friday to work with US based team
• Resource to align to US holidays/working days
• Strong written language capability in western English
• Microsoft suite of products on the employer provided computer: Teams, PowerPoint, Outlook, Excel, Word, Power BI etc.
• Corpnet access will be provided as well as a MSFT v- account.