Our Amazon DSP team is looking for a Senior Programmatic Solutions Consultant - Technical to join Amazon Advertising's growing team based in New York.
In this role, you will independently resolve customer campaign execution issues and blockers by providing knowledgeable and responsive technical support to our enterprise customers: programmatic trading desks. You will have ownership for issue investigation: identifying campaign configuration and software defects, reproducing in-depth and complex cases across our DSP product and processes, and researching solutions to unblock customers. This is a complex environment, as you will own the most critical part of the customer experience and deliver on our customers’ most basic need. While we obsess over incident response, in this role you will also develop tools to scale our service quality, and provide critical input for product prioritization to address root causes of why the customer experienced an incident in the first place. Our advertising customers are likely Amazon customers, and we take seriously maintaining the high customer service bar set by Amazon.
Key job responsibilities
- Independently handling complex customer issues by reproducing cases, root cause analysis, and providing prioritization input
- Demonstrating deep technical expertise and advanced problem-solving for critical programmatic advertising issues
- Serving as an escalation point, owning resolution of the most complex, cross-organizational issues
- Communicating directly with internal teams to investigate, define workarounds, and resolve defects
- Providing advanced, proactive support across Amazon's advertising tech suite, including AAT, CAPI, ADM, and AMC-AWS Clean Rooms
- Prioritizing issues using case management tools based on customer impact
- Contributing to training and documentation for internal and external users
- Automating standard procedures through scripting and data APIs to analyze high-volume transaction data
- Proactively identifying solutions, communicating trends, and suggesting customer experience improvements
- Developing and mentoring peers to enhance technical skills in programmatic advertising and troubleshooting
- Driving continuous improvement and shaping support strategy and technology approach
- Identifying emerging issues and influencing product prioritization through technical investigation
BASIC QUALIFICATIONS
- 6+ years of experience in technical troubleshooting or similar
- 5+ years experience in demand or supply-side programmatic advertising
- Desire to work in a customer-facing capacity to deliver technical implementations and solutions
- Experience in technical writing or documentation
- Proven track record of executing SQL queries, ranging from basic to intermediate levels, on various database systems for the purposes of troubleshooting and quantifying the impact of technical issues
- Deep understanding of the programmatic advertising business landscape, including the ad ecosystem components such as bidding engines, auctions, pixels, tag managers, and other technical elements to effectively diagnose and resolve complex, platform-related issues
PREFERRED QUALIFICATIONS
- Familiarity in scripting and programming, with experience in languages like Python/JS/Type Script/Java, to automate processes and develop custom solutions
- Familiarity in working in Cloud eco system (e.g. AWS, Azure, etc.), Amazon Marketing Cloud (AMC), AAT, CAPI etc.
- Ability to effectively call and integrate with various APIs to gather and leverage data for troubleshooting and problem-solving
- Experience in working with diverse data formats, such as JSON and log files, to extract and analyze relevant information
- Knowledge of business intelligence tools (e.g. QuickSight, Tableau)
- Proficient oral and written communication skills with ability to establish credibility with technical and non-technical business owners
- Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $108,900/year in our lowest geographic market up to $188,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.