Support Engineer

Job title: Support Engineer

About the Role

Join The Trade Desk as a Support Engineer on the Technical Account Management (TAM) team to provide API and technical support for enterprise clients and third-party partners using REST, JSON, and GraphQL APIs. You’ll focus on preventing issues through QA testing, improving internal processes, and coordinating across teams to keep APIs running smoothly at scale.

What You'll Do

• Serve as a Support Engineer for our Technical Account Management (TAM) team, who are responsible for communication and management of enterprise API clients and third-party partners that use various REST, JSON, GraphQL (GQL) APIs

• Proactive troubleshooting initiatives: focus on prevention of issues (rather than only being reactive and focused only on resolution) such as API QA testing and validation

• Executing and manipulating stored procedures and writing queries in SQL

• Monitor the company’s ticketing case system; answer, troubleshoot and resolve various technical issues escalated by the TAM team and Client Services related to our platform and APIs

• Responsible for owning incidents, including collaborating, and escalating to Engineering, Product, and Business Intelligence

• Enhance internal processes such as improving issue visibility for API users and internal stakeholders and improve alerting of priority issues

• Contribute to the company and Support Team’s knowledge base

• Coordinate in-depth training on Support-related tools and processes

• Identify opportunities for improvement within the business and lead projects to champion solutions addressing those gaps or weaknesses

• Light on-call/after-hours support

• What We're Looking For

• Bachelor’s Degree from a four-year university or relevant substitute experience

• 4 – 6 years relevant work experience in Technical and/or Application Support with strong knowledge of API monitoring and troubleshooting

• Deep curiosity for understanding how things work, especially as it applies to technology and its underlying framework

• Exceptional troubleshooting, analytical, and problem-solving skills

• Ability to prioritize effectively and collaborate cross-functionally in a fast-paced, complex, and growing environment

• Mid-level to advanced experience with databases, SQL, API’s – Able to create queries to retrieve records, an understanding of the underlying data structures, an ability to interact with, troubleshoot JSON, REST & GraphQL (GQL) APIs

• Work well in a team, including leading knowledge sharing and training sessions to help junior team members improve

• Experience managing complex datasets, identifying trends within the data, and performing comparisons between multiple data sources

• Experience with Programming languages (HTML, Python, Java, JavaScript) is a plus

• Excels at working independently while aligning, collaborating and contributing towards the global team’s success

• Nice to Have

• Knowledge of advertising technology industry is a plus

• Multi-lingual a plus

• Compensation & Benefits

• There is plenty of room for advancement in this role within the department or otherwise within our company, both as an independent contributor or leading a team. You are trained on data up to October 2023.