What is an advantage of joining as a Tier 2 Support Engineer in Taboola?
Joining Taboola as a Tier 2 Support Engineer means becoming part of a highly skilled and technically proficient team. You'll solve complex issues in a timely manner for Account Managers, the Sales team, and end advertisers, ensuring top-notch service and customer satisfaction.
This role offers you the chance to work with global customers and stakeholders, boosting your troubleshooting skills with SaaS products for Taboola Advertisers. You'll also collaborate closely with various internal teams, including 1st and 3rd level support teams in the Professional Services, Product, R&D, and business units, gaining invaluable experience and insights across the company.
Here are some of the things tier 2 support engineers do on a day-to-day basis?
- Perform comprehensive troubleshooting, data discrepancy analysis around key metrics in digital advertising such as clicks reporting and reading and utilization of system logs, to identify and resolve complex support issues in a timely manner, escalated by 1st level support.
- End to end ownership and management of assigned investigative cases to ensure they meet service agreement levels, maintaining a high standard of support.
- Provide ongoing support and work closely with business teams throughout the company to address technical issues and improve processes.
- Engage in direct communication with advertisers to understand their issues, provide solutions, and ensure customer satisfaction.
What skills does an ideal Support Engineer need to be successful at Taboola?
An ideal candidate for this role needs to possess a diverse set of technical and interpersonal skills to effectively address customer issues, provide solutions, and maintain high service standards. Here are the essential skills:
Technical Skills
- SQL (Advanced Level)
- Ability to write complex queries for data extraction and manipulation.
- Knowledge of database structures.
- API (Advanced Level)
- Proficiency in integrating and troubleshooting APIs.
- Understanding of RESTful services and related protocols.
- Kusto (Intermediate Level)
- Experience with Kusto Query Language (KQL) for data analysis in services like Azure Data Explorer.
- Grafana (Intermediate Level)
- Ability to read and comprehend dashboards for monitoring and visualizing data.
- Big Query (Intermediate Level)
- Knowledge of Google BigQuery for large-scale data analysis and SQL query optimization.
- Kibana (Advanced Level)
- Proficient in using Kibana for data visualization and log analysis.
- Troubleshooting Experience
- Strong problem-solving skills to diagnose and resolve technical issues.
- Ability to systematically approach problems and identify root causes.
Analytical and Problem-Solving Skills
- Ability to probe to gather detailed insights around the technical issue reported, understand flows and Provide Creative and Customized Technical Solutions
- Capability to comprehend complex technical flows and systems.
- Creativity in developing tailored solutions for unique customer problems.
Communication Skills
- Fluent English and Excellent Customer-Facing and Communication Skills (Verbal and Written)
- Strong interpersonal skills to manage customer interactions positively.
Organizational Skills
- Strong time management skills to meet deadlines without compromising quality.
- Multi-Tasking, Self-Learning, Highly Motivated, and a Team Player
- Ability to handle multiple tasks efficiently.
- Self-driven to continuously learn and adapt to new technologies.
- Motivated to achieve goals and collaborate effectively with team members.
Operational Flexibility
- Must Be Open for Shifts to Cover 24*7 Operations to provide round-the-clock support.
Preferred experience:
- Candidate must be a Graduate from the Computer Science background
- Technical Support Experience: 4+ years of experience in a technical support position, demonstrating strong problem-solving skills and the ability to resolve complex technical issues.
- Multinational Organization: Experience working in a multinational organization, showing an ability to collaborate with diverse teams across different regions.
- Digital Advertising Industry: Background in the digital advertising industry, specifically with experience in the following areas will be given priority over others during the interview process
- DB360 (Display & Video 360)
- Google Analytics
- Google Tag Manager (GTM)
- Programmatic Advertising
What is Taboola?
Taboola is the world’s leading content discovery platform, serving 360B recommendations to over 1B unique visitors each month on the web’s most innovative publisher sites, including the BBC, Axel Springer, LeFigaro, Evening Standard, NBC, USA Today and more!
Since our inception in 2007, Taboola’s team of ninja-like engineers and digital media experts has built the world’s largest and most advanced discovery platform – or “search engine just the other way around” – that provides more than a billion users each month with personalized recommendations on many of the most innovative and most visited websites on the internet.
Thousands of leading publishers (e.g. India today, Zee, NDTV) and media agencies use Taboola’s innovative technology to increase user engagement, monetize their traffic and distribute content to committed users on the web.
Today there are more than 1,400 taboolars around the world (and the number is growing) connecting users to content they might like but didn’t know existed. We have offices in New York, Los Angeles, London, Berlin, Paris, Tel Aviv, New Delhi, São Paulo, Shanghai, Tokyo and Bangkok
If this sounds like an interesting opportunity, hit (easy) apply!
All shortlisted candidates will be contacted.
Taboola is an equal opportunity employer and we value diversity in all forms. We are committed to creating an inclusive environment for all employees and believe such an environment is critical for success. Employment is decided on the basis of qualifications, merit, and business need.
