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Tech Stack
Tools & technologiesPythonSQLTableau
About the role
Key responsibilities & impact- Troubleshoot Snap’s web-based advertising platform and mobile app to reproduce client-impacting issues and pinpoint causes for quicker resolutions
- Triage, investigate, and resolve technical issues preventing customers from succeeding on Snap’s ads platform
- Join client-facing calls to resolve technical issues
- Write technical product and process documentation
- Organize training sessions and build scalable tools and dashboards for frontline support teams
- Maintain a backlog of software bugs and product improvements
- Prioritize impactful open issues with Product and Engineering teams and serve as a customer advocate
- Partner with Product Marketing, Sales, and Support teams to collect customer feedback and identify product improvement opportunities
- Derive quantitative and qualitative insights into ads product usage, systems stability, and customer experience
- Produce trend analyses of customer pain points with actionable recommendations
- Perform pre-release QA and UAT to validate product releases and updates
Requirements
What you’ll need- Bachelor’s Degree in engineering, mathematics, a technical field or related areas of study or equivalent years of practical work experience
- 5+ years post-grad industry experience in digital advertising operations, analytics, or a related field; OR a Master's degree in a relevant field and 4+ years of relevant industry experience
- Experience in troubleshooting and resolving customer issues related to ad tech products and platforms
- Expert troubleshooting of front-end and back-end web applications
- Experience sizing the impact of client-facing issues and setting priority
- Experience working with large data sets using SQL, Python, and other tools
- Experience producing practical business insights via data visualization software such as Looker and Tableau
- Excellent verbal and written communication skills with high attention to detail
- Expert project management skills
- Experience with agile product development lifecycle using Jira or similar software
- Proficient in G Suite software, including Gmail, Google Docs, and Google Sheets
Benefits
Comp & perks- Paid parental leave
- Comprehensive medical coverage
- Emotional and mental health support programs
- Compensation packages including equity in the form of RSUs
- Default Together approach with team members working in an office 4+ days per week