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16 Aug 2022

Full-Time Digital Technical Support Engineer

Andrew.lee@TransUnion.com – Posted by Andrew.lee@TransUnion.com Chicago, Illinois, United States

Job Description

What We’ll Bring:

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.

Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

What You’ll Bring:

  • Bachelor’s degree in advertising, marketing, business, technical field or similar.
  • 3-6 years of experience in the delivery and troubleshooting of digital marketing solutions/media and excels at roles in ad ops, technical project management/technical account management, customer support, product integrations or other operations related responsibilities
  • Critical thinking and problem solving to deliver on customer needs & expectations, as well as aid in continuous process improvement
  • Superior communication skills, with the ability to translate complex technical concepts to non-technical teams in a concise and clear manner
  • Self-starter, with the ability to manage across global teams with a curiosity and appetite for learning
  • Detail oriented and ability to manage multiple projects at once
  • Operates with a sense of urgency, highly organized, and can use project management, time tracking and collaboration tools to prioritize client requests or escalate to the appropriate internal teams
  • Experience with Agile / SCRUM teams, providing technical scoping and write ups
  • Excels in working cross-functionally and is excited to work in a fast paced, constantly evolving environment, thriving in collaborative, problem solving scenarios
  • Familiarity with AWS CLI commands and Linux bash commands to move and manipulate large datasets
  • Experience writing SQL queries and analyzing results to test troubleshooting hypotheses

We’d love to see:

  • Customer Support and Implementation
    • Prioritize excellent service for both external and internal customers while developing effective working relationships with cross-functional teams
    • Experience in supporting customers in troubleshooting platform issues as a front-line technical resource, including the ability to translate technical and functional requirements from customers (internal and external) to Product and Engineering teams
    • Primary point of contact on technical questions, support, and triage of complex delivery challenges for client stakeholders, including Technical Account Managers, Ops, Product and Engineering
    • Assist in onboarding of new customers with internal and external teams by acting as expert on platform UI and owning technical implementation details
    • Curate training plans and subsequently train customers on solution best practices, creating and empowering power users on platforms
  • Technical Liaison
    • Configure best file/implementation practices for data fulfillment and API integrations to reduce errors and redundancies
    • Qualify incidents/bugs submitted by clients and internal team by gathering detailed information, triaging the issue, and providing a resolution according to service level obligations.
    • Proactively identifies gaps and bugs/issues to monitor platforms and escalates issues/inconsistencies cross-functionally as needed
    • Ability to query and analyze platform performance metrics, proactively identifying issues and areas for improvement
    • Benchmark metrics and best practices across TransUnion platforms and develop technical documentation and training materials for other teams.
  • Industry Aptitude
    • Background in digital advertising/marketing technology and technical customer support
    • Ability to become an expert in digital marketing data collection, data onboarding and the technical underpinnings of the ad tech industry

Impact You’ll Make:

The Technical Support Engineer is a core team member within the Marketing Solutions organization that is an expert on our platforms, working with internal and external stakeholders to effectively both troubleshoot and deliver our omni-channel data-driven solutions.

#LI-SG1

During the COVID-19 pandemic, TransUnion has several safety protocols in place to protect associates, customers, and visitors.  You may be required to be fully vaccinated against COVID-19 as a condition of employment and/or to participate in certain work-related activities.  Exemption is available to qualified candidates as a reasonable accommodation.     

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

During the COVID-19 pandemic, TransUnion has several safety protocols in place to protect associates, customers, and visitors.  You may be required to be fully vaccinated against COVID-19 as a condition of employment and/or to participate in certain work-related activities.  Exemption is available to qualified candidates as a reasonable accommodation.  

How to Apply

Please apply here.

Job Types: Full-Time. Job Tags: ad ops, customer support, Product integrations, and Technical project management/ Technical account management.

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